Customer Experience & Sales Concierge (Remote)

Hybrid Customer Experience / Sales Concierge / Product Specialist

Location & Employment Details

Type: Full-time, fully remote
Coverage model: Part of a 2–3 person team providing coverage from 9:00 AM–9:00 PM Eastern Time, 7 days per week, with schedules divided across the team (rotational, includes weekend coverage)
Compensation: base + uncapped commission, strong performers earn well above the standard rate.
Time zone: Must be able to reliably work assigned shifts within Eastern Time business hours

About the Company

We are a rapidly growing North American consumer sports and wellness company operating a portfolio of direct-to-consumer brands across fitness, recovery, and active lifestyle.

Bootstrapped to eight figures in revenue and approaching 100,000 customers globally, we design and launch premium, design-forward products and bring them to market fast. We are a lean, ambitious, and design-obsessed team that moves quickly and rewards ownership. Our customers care about quality and expect a buying experience that matches it.

About the Role

This role exists to solve one specific problem: speed.

We generate a high volume of warm, high-intent inbound leads — customers who have already shown interest and are close to buying. They arrive with practical, repeatable questions (product dimensions, specifications, heat output, electrical or installation requirements, shipping) and they expect fast, knowledgeable answers. Today, our response time is where we lose momentum, and a slow reply on a hot lead is a lost sale.

We are building a small, dedicated team to make sure no high-intent customer ever waits. This is one unified role that blends customer experience, sales concierge, and product specialist responsibilities. It is not cold outbound or lead generation — the interest already exists. Your job is to respond quickly, answer confidently, remove friction, follow up consistently, and help the customer complete their purchase.

Key Responsibilities

Customer Experience & Rapid Response

Respond quickly and professionally to inbound inquiries across phone, SMS, and email
Own speed-to-lead: engage high-intent customers while their interest is still fresh
Deliver a warm, helpful, consultative experience on every interaction

Sales Concierge & Conversion

Proactively follow up with high-intent customers, including abandoned carts
Identify barriers to purchase, address objections, and ask for the sale when appropriate
Assist customers through the transaction, including sending invoices and payment links
Maintain disciplined, multi-touch follow-up until each opportunity is resolved

Product Expertise & Guidance

Build deep knowledge of the product catalog and become a trusted advisor to customers
Guide product selection, comparisons, and specifications
Answer pre-purchase questions on dimensions, technical requirements, installation, and shipping

Follow-Up, Pipeline & CRM Hygiene

Log interactions and keep customer records and pipeline status accurate and current
Track and consistently meet response-time and SLA targets
Surface recurring questions and friction points so we can improve our process and content

Required Qualifications

Excellent written and spoken English with clear, easily understood pronunciation
2+ years in customer experience, inside sales, sales concierge, or product support (direct-to-consumer or ecommerce preferred)
Comfortable and confident communicating naturally across phone, SMS, and email
A commercial mindset — the confidence to follow up, handle objections, and ask for the sale
Strong organizational and follow-up discipline
Proven ability to learn a technical product catalog and explain it simply
Proactive, self-sufficient, and resourceful — able to find answers independently using available documentation and tools, while knowing when to ask or escalate
Reliable computer, high-speed internet, and a quiet, professional environment
Availability to work assigned shifts within 9:00 AM–9:00 PM ET, including weekend rotation

Preferred Qualifications

Bilingual English/French is a significant asset
Direct-to-consumer or ecommerce experience
Experience with abandoned-cart recovery, speed-to-lead, or high-intent lead workflows
Familiarity with helpdesk / CRM / commerce tools (e.g. Gorgias, Zendesk, HubSpot, Shopify)
Experience selling or supporting physical or technical consumer products

Ideal Candidate Profile

You are:

Highly organized and proactive — you follow up without being reminded and nothing falls through the cracks
Commercially minded but consultative — you help people buy without ever feeling pushy
A fast, clear communicator — warm and personable on the phone, sharp in writing
Resourceful — you dig for the answer before you raise your hand
Ownership-driven — you treat customer questions and open opportunities as yours to close
Motivated by performance — you want your effort to show up in your paycheck

Why Join Us

Competitive base salary plus uncapped, performance-based commission — strong closers can earn well above the standard monthly rate for this type of role
A fast-moving, design-led portfolio of consumer brands with real growth momentum
Genuine autonomy and ownership, with a supportive team and ongoing training
A role built to reward initiative, disciplined follow-up, and results — not just clocking a shift

Customer Experience & Sales Concierge - 21139