Position Summary

Our client is a fast-scaling e-commerce brand that has rapidly become a market leader in the US for outdoor living space. Since launching in 2022, they’ve doubled revenue year over year and are now on pace for mid-8-figure sales by 2026—with nine figures in sight. With a product that starts around $6,000 and can climb above $20K, every conversation matters.

This isn’t a call center job. You’re not closing cold leads. You’re the calm voice in the middle of a high-consideration, emotionally charged buying journey. Sometimes you’ll be reassuring a customer who placed their order months ago and is nervous about delays. Sometimes you’ll help a couple decide whether our TitanFrame™ can handle Midwest snow. And sometimes, you’ll just listen — because trust starts with listening.

Key Responsibilities

Be the trusted voice of Hansø Home on the phone & email.
- Take inbound and outbound calls to assist pre-purchase, mid-journey, and post-purchase customers
- Walk people through order status, shipping timelines, install readiness, and product options
- Calm frustration and turn potential drop-offs into five-star service stories

Handle high-emotion, high-stakes conversations
- Reassure customers experiencing long ETAs, missing parts, or general anxiety about their purchase
- De-escalate tension with empathy and clarity
- Set clear but kind boundaries when expectations need aligning

Guide, support, and softly sell when appropriate
- Help customers understand when to add installation support or VIP check-ins
- Explain product benefits (louvers, motors, upgrades) like a trusted advisor, not a pushy rep
- Recognize when a phone call is the difference between a refund and a lifelong customer

Take ownership from start to finish
- Follow up proactively — no dropped threads, no “we’ll get back to you”
- Keep Zendesk clean: tag tickets, update statuses, and document outcomes clearly
- Escalate risks early (disputes, cancellations, review threats) with context and care

You're a strong fit if you...

- Have 4+ years of customer-facing phone experience, including 2+ years with high-ticket eCom, expensive luxury, home improvement, furniture, B2B or B2B SaaS industries.
- Have supported or sold products that involve **complex decisions, delayed delivery, or installation stress
- Can work US time zones
- Speak near-native American English with American accent, with a warm and professional phone presence
- Love solving problems, guiding conversations, and turning doubts into confidence
- Have emotional intelligence - you can read tone, defuse tension, and know when to reassure vs. redirect
- Are naturally organized and consistent - you track follow-ups, tag with care, and respect process
- Understand the psychology of older or affluent customers - and know how to explain clearly without sounding condescending

Bonus Points if you...

- Have experience with Zendesk, Aircall, Shopify, or Gorgias
- Have worked with remote teams and know how to communicate clearly across time zones
- Have handled order-based support in high-ticket eCommerce, Luxury or b2b segments.
- Have comfort introducing soft upsells (like VIP care or install help) as solutions, not pressure

What we offer

- Contract Type: B2B (freelance/contractor model)
- Remote-first. Work from anywhere with a stable connection and quiet background.
- Time off is 14 paid days plus BH
- Autonomy + clarity.You’ll have SOPs, playbooks, and a team that’s got your back - but no micromanagement
- Premium product, premium brand. You’ll never be ashamed of what you’re selling - in fact, you’ll be proud of it
- Real conversations.No scripts. No pressure selling. Just honest, human support
- Tight-knit team. You’ll be joining a small, senior crew that we’re forming. Think Special Ops of the support team.

If you love connecting with people, guiding big decisions, and staying steady when others stress - we want to talk to you.