Customer Care Specialist

Role Overview

Our Customer Care Specialists (a.k.a. “Comfort Gurus”) are tasked with providing world-class, professional support and service to our valued customers. Specialists may be assigned to various teams within the service and support center, including core servicing (calls, chats, email), warranty, shipping, and returns. Regardless of assignment, all specialists focus on ensuring customers receive top‑notch care at every touch point.

• Respond to customer inquiries via phone, chat, email, text, or social media, taking appropriate action to ensure each customer receives world‑class service.
• Process product orders for customers (via phone, using eCommerce application).
• Assist customers with website navigation, online checkout process, or technical issues.
• Provide detailed notes and documentation for each customer interaction.
• Maintain acceptable customer satisfaction and quality monitoring ratings.
• Maintain acceptable productivity, schedule adherence, and utilization levels.
• Meet all individual performance metrics.
• Maintain in‑depth, detailed, current knowledge of all products, warranty, returns, refunds policies and procedures.
• Work cross‑functionally in chat, email, and phone.
• May be asked to work from home due to inclement weather or system outages; must work in office through training and initial PWP certification, and may be required for additional training, collaboration, department and team meetings.

• High School Diploma or GED (some college preferred).
• Minimum two years of customer service experience, preferably in a call center environment.
• Minimum typing speed of 30 WPM.
• Experience with in Contact (preferred).
• Experience with Net Suite (preferred).
• Experience with Zendesk (preferred).
• Knowledge of mattress industry helpful.
• Some sales experience preferred.

This full‑time position is expected to work approximately 30‑40 hours per week, a good‑faith estimate that may vary based on business needs. Compensation target: $15.00–$17.50 per hour.

• Medical, Dental, Vision coverage.
• 401(k) match.
• Paid Time Off.
• Earn a Mattress.
• Purple swag and access to amazing Purple products.

Purple provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.