Customer Success Specialist

About us:
We’re a U.S.-based sleep wellness company that sells anti-snoring products, including an FDA-cleared mouth guard, an anti-snore pillow, and a nasal dilator, all made with a Swiss manufacturer. We sell online and on Amazon, so customer satisfaction and reviews are key to our success.

About the position:
This is a sales position within our customer service team, focused on Somnofit-S customers. Somnofit-S is our flagship anti-snoring mouth guard. You will spend your day reviewing customer histories, writing personalized emails on behalf of our founders, and updating an Excel spreadsheet.

Our goal is to create successful customer experiences that earn five-star reviews on the Somnofit-S Amazon listing.

Your lead will manage your workload, coaching, and performance. He will identify new groups of customers to contact, both within and beyond the solicitation spreadsheet.

What you'll do:

• Review past conversations and check refund or replacement details before reaching out.
• Personalize approved emails to check in, restart conversations, and invite honest Amazon reviews without asking for a specific star rating.
• Record each contact, reply, and next step in the solicitation spreadsheet. Track other outreach as needed.
• Monitor replies and pass technical questions or troubleshooting to customer support.

Requirements

• At least 2 years of experience in sales, customer outreach, or customer service.
• Strong English skills, both written and verbal. English does not need to be your first language.
• Comfort spending the full workday writing emails, meeting outreach goals, and keeping accurate Excel records.

How we will measure success

We will start with customers contacted, follow-ups completed, and accurate, timely spreadsheet updates. Your lead will set targets and refine these measures with you.

Schedule

Monday–Friday, 9:00 AM–5:00 PM Eastern Daylight Time (EDT), including a one-hour break each day.
Hours stay fixed at 3:00 PM–11:00 PM SAST year-round, corresponding to 8:00 AM–4:00 PM Eastern Standard Time (EST) during U.S. standard time.

Benefits

• Work remotely
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms
• Did we mention it's REMOTE?!!

One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.

Wondering how our remote environment or our payment method work? We've put together some helpful answers in our FAQs at the bottom our our career site. Take a look and let us know if you have any other questions!