Temporary Customer Experience Specialist

Job Title:

Specialist, Customer Experience
- Temporary

Department: eCommerce

Reports To:

Sr Manager, Customer Experience

FLSA Status:
Non
- Exempt

Location:

Nashville, TN (hybrid)

SVP Worldwide is the world’s largest consumer sewing machine company, proudly home to the iconic brands SINGER®, HUSQVARNA® VIKING®, PFAFF®, and CREATIVATE™. Together, our brands represent nearly 500 years of combined leadership, empowering sewists around the world, and shaping the evolution of sewing for generations.

Our purpose is clear: to create, elevate, and celebrate sewists around the world.

With global operations spanning R&D, manufacturing, distribution, and sales, SVP Worldwide brings together heritage craftsmanship and modern innovation to serve a worldwide community of makers.

Our expanding portfolio includes sewing and embroidery machines, accessories and notions, garment care, and creative software — offering meaningful opportunities to innovate, collaborate, and make an impact.

Guided by our values — customer-first thinking, curiosity and creativity, inclusion, and transparency — we’re building a connected, inclusive culture where people can grow their careers while helping define the future of sewing.

The Customer Experience Specialist is responsible for delivering high-quality customer support across multiple service channels, including email, chat, contact forms, SMS, and phone. The role addresses a broad range of customer needs, including pre‑purchase guidance, checkout and order support, post‑purchase inquiries, product troubleshooting, and the coordination of warranty and repair services.

This position requires the ability to manage multiple interactions simultaneously, apply product and process knowledge to resolve customer needs efficiently, and ensure a consistent and positive customer experience across all touchpoints.

This is a temporary/contract role

• Deliver high-quality, end-to-end customer support by building trusted relationships and guiding customers throughout the full customer journey to drive long‑term engagement and loyalty.
• Manage and resolve customer inquiries across multiple communication channels related to product purchasing, usage, and support needs.
• Provide proactive recommendations and guidance to enhance customer satisfaction and prevent recurring issues.

• Diagnose and resolve complex technical issues through advanced troubleshooting, ensuring timely and effective resolution.
• Collaborate with internal service technicians, engineering, and product development teams to address escalated or critical customer issues.
• Coordinate with third‑party repair centers and customers to manage warranty repairs, replacements, and service outcomes in accordance with established policies.

• Create, maintain, and update detailed case documentation within CRM or ticketing systems to ensure accurate tracking, knowledge capture, and resolution transparency.
• Ensure adherence to service standards, response time objectives, and documentation requirements.

• Develop and maintain knowledge base articles, troubleshooting guides, and training materials for internal teams and end consumers.
• Maintain deep product knowledge and deliver cross departmental training to support consistent and accurate customer communications.

• Monitor, analyze, and report trends related to customer inquiries, product performance, and service issues, escalating insights and recommendations to leadership.
• Identify opportunities to improve customer support processes, tools, and workflows based on data and customer feedback.
• Participate in…