Customer Success Specialist

Position Summary

At UPLIFT Desk, we’re not just building ergonomic workstations—— we’re shaping how people work and live. As the ecommerce industry leader in height-adjustable desks, we’ve grown by delivering innovative, customer-focused solutions that promote health, productivity, and well-being. Our success is rooted in our core values:
Customer Obsession, Innovation, Accountability, and Results Oriented.

As a Customer Success Specialist, you are the voice of our brand and the frontline guide for customers seeking support, solutions, and workspace expertise. In this fast-paced role, you’ll assist customers across phone, chat, and email while acting as a product expert, residential sales consultant, and technical troubleshooter. From helping customers design their ideal workspace to resolving post-delivery issues or warranty concerns, your goal is to deliver accurate solutions with professionalism and empathy while meeting daily productivity expectations.

• 2+ years of experience in customer support or consultative sales, ideally in a high-volume environment
• Ability to learn technical product features quickly and navigate multiple software tools
• Exceptional verbal and written communication skills across phone, email, and chat
• Ability to stay composed, accurate, and efficient while managing multiple interactions simultaneously
• Positive, solution-focused mindset with strong personal accountability

• Associate’s or Bachelor’s degree in Business, Communications, or a related field
• Consultative sales experience with residential clients or high-value consumer products
• Experience in office furniture, interior design, or DTC e-commerce
• Familiarity with CRM or ticketing systems (Hub Spot, Zendesk, Salesforce, etc.)
• Demonstrated adaptability in fast-paced and evolving environments

• Manage high-volume inbound inquiries via phone, chat, email, and support cases with speed, empathy, and professionalism.
• Develop expert-level knowledge across an expanding suite of UPLIFT products to provide accurate technical advice and ergonomic recommendations.
• Consult with residential customers to identify their specific workspace needs, guide configuration selection, and assist with placing orders.
• Guide customers through technical troubleshooting to resolve hardware issues and process warranty claims efficiently.
• Resolve post-delivery issues—including shipping damage or missing components—to ensure complete customer satisfaction.
• Review and modify orders proactively to ensure accuracy and accommodate changing customer requirements.
• Leverage deep knowledge of return, warranty, and shipping policies to assist customers efficiently with transparent and accurate information.
• Identify, document, and escalated complex customer concerns or trends according to standard operating procedures.
• Consistently achieve or exceed the Customer Service Team’s quality assurance (QA) and productivity goals.
• Champion continuous improvement by actively identifying process bottlenecks and providing feedback to leadership to enhance the customer experience.
• Thrive in a collaborative environment that values teamwork, ongoing learning, and daily experimentation.

• A merit-based environment that rewards growth and accomplishment regardless of seniority
• Generous paid time off
• 4% 401K company matching with instant vesting (after one year)
• Excellent group health insurance available to employees and dependents, including domestic partners (medical plan, 2 dental plans, and a vision plan to choose from)
• Flexible spending account (FSA) for health care and child care costs
• Company-paid & Supplementary Life Insurance;
  Long-term & Short-term disability
• Free UPLIFT Desk (after one year)
• 50% discount on all UPLIFT products
• Free healthy (and not so healthy) snacks and drinks
• On-the-job training and skills development
• A supportive and engaging work culture that promotes healthy living

• Compensation: $22–$25 per hour, with additional monthly commission based on performance
• Type:
  Full-time
• Employee Status:
  Regular
• Work Schedule:
  
  Monday – Saturday, 9am-6pm with occasional overtime, with one weekday off
• Location:
  
  Austin,…