PuroAir - Customer Support Specialist

ROLE SUMMARY

ABOUT THE COMPANY

PuroAir is a leading provider of air purification solutions, committed to helping people breathe cleaner air in their homes and workplaces. As a top-rated brand in its category, PuroAir offers high-quality air purifiers and filter subscriptions through Amazon, Walmart, and direct sales on its website. The company is dedicated to innovation, customer satisfaction, and continuous improvement, ensuring that every customer receives an outstanding experience from purchase to long-term product use.

ABOUT THE ROLE

The Customer Support Specialist is a key part of PuroAir’s success, ensuring customers receive the best possible experience with the company’s products and services. This role is centered around engaging with customers across multiple platforms, helping them navigate their purchases, and resolving any concerns they may have.

Beyond day-to-day interactions, this position provides a unique opportunity to grow professionally in the customer experience field while working for a growing company that leads its category.

This position is perfect for someone who:

✅ Enjoys solving customer issues and ensuring they have a great experience.
✅ Has experience handling customer support via email, phone, and live chat.
✅ Is comfortable working with e-commerce platforms (Amazon, Walmart, Shopify).
✅ Pays strong attention to detail and ensures customer requests are processed accurately.
✅ Has experience working with CRMs and ticketing systems.
✅ Is eager to learn new systems and processes to improve customer service.

ROLE RESPONSIBILITIES

Customer Support & Issue Resolution

• Respond to customer inquiries via email, phone, and live chat.
• Assist with troubleshooting product issues and providing step-by-step guidance.
• Provide order support, including placing orders for customers, tracking shipments, processing cancellations, and handling billing inquiries.
• Handle inquiries related to product usage, ensuring customers understand how to operate and maintain their devices.
• Address warranty claims and refund requests, ensuring compliance with PuroAir's 100 Day Clean Air Guarantee and Two Year Warranty, and Lifetime Warranty policies.
• Follow up on escalated technical issues, obtaining solutions from the technical team and relaying them to customers.
• Maintain detailed records of customer interactions, tracking inquiries and resolutions for future reference.

Chargeback Disputes & Fraud Prevention

• Investigate and respond to chargebacks, gathering proof that a transaction was legitimate.
• Work with Shopify and financial teams to submit dispute responses for fraudulent claims.
• Identify patterns in chargebacks and recommend improvements to reduce disputes.

Knowledge Base & Process Improvement

• Maintain and update an internal knowledge base with solutions for common customer questions.
• Collaborate with the team to document best practices for handling customer inquiries.
• Identify gaps in customer service processes and suggest improvements.

Training & Internal Support

• Assist with onboarding and training new team members, ensuring they are well-equipped to handle customer inquiries.
• Share insights and suggestions for enhancing team efficiency and performance.

Although the responsibilities outlined above will form the core focus of your role, please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business.

ROLE QUALIFICATIONS

Required Qualifications

• 5+ years of experience in customer support (email, phone, and live chat).
• Experience handling troubleshooting, order processing, billing inquiries, and product usage support.
• Previous experience working with CRMs and ticketing systems.
• Experience in B2C product support or consumer goods customer service.
• Strong problem-solving skills and ability to escalate issues when necessary.
• Excellent verbal and written communication skills in English (C1-C2 CEFR).
• Ability to work independently and manage multiple tasks efficiently.
• Highly detail-oriented, ensuring accurate and complete customer interactions.
• Experience using Google Workspace (Docs, Sheets, Gmail, etc.).
• Must have own webcam, microphone, and computer (relevant software and subscriptions provided).
• Access to a quiet work area at home with reliable internet (50 Mbps or more).

Preferred ("Nice-to-Have") Qualifications

• Experience with Shopify and/or Amazon Seller Central.
• Experience providing technical support and product support for a customer-facing mobile app.
• Experience working in a subscription-based business, including selling and retaining subscriptions.
• Experience working with an older demographic, demonstrating patience and thoroughly explaining key features and benefits.
• Experience with Front as a ticketing system and CRM

ROLE SPECIFICATIONS

• Base Salary: Q10,000 base salary.
• Role type: Full-time.
  
• Location: Guatemala (Remote - Work from home).
• Schedule: 
  • Monday to Friday: 8:00 AM - 5:00 PM PST
  • Saturday: 8:00 AM - 12:00PM PST (when needed).

RECRUITING PROCESS

• Application / Screening: When you apply for this position, we will ask you a short questionnaire to get to know you a little bit better and ask you for some additional inputs to see if you qualify for the position. In addition, we will ask you to complete a short psychometric evaluation and a short English proficiency assessment. The idea is to explore if this is a good fit before moving forward.

• Skills Assessment: You will be asked to complete a few exercises and/or projects designed to recreate the work tasks that you will be responsible for if you are given the role. This helps us gauge your skill level as well as give you a better idea of the required work.

• Skills Assessment Interview: This is a 60 min - 90 min conversation where we further test your skills, learn about your previous working experiences, and evaluate culture fit to the role and company.

• Hiring Manager Final Interview: This is a series of 30 min - 60 min conversations with the position’s Department Manager, Team Lead Manager, and Co-Founder (and potentially a few company team members) to get to know you better and to set the expectations and vision for the role.

The entire process usually takes anywhere between 2-4 weeks to complete depending on the seniority of the position.

CONTACT US

If you have any questions or run into any complications while submitting your application, please reach out to:

carlos.escobar@trymeteor.com

+502 5389 9183