The Technical Support Specialist is a customer facing, strong but nimble team player within the
customer success team. This position requires strong interpersonal skills and the ability to find
solutions within customer challenges through navigating escalation and troubleshooting video and
phone calls. This role will have many tasks and need someone who is ready to embrace the start-up
environment. Detail oriented and patient with a great attitude is key to be successful in this role..
This person will be educated with Edge products and be successful when helping customers
troubleshoot their challenges. We are looking for someone with a positive attitude who embraces
change and is looking to learn and grow as the company does. This position reports to the Director
of Customer Success.
About Us
Edge Theory Labs is based in Carlsbad, CA. The company was founded with the mission to help
athletes and high-performers everywhere to get the edge in whatever they are striving towards. Our
flagship product, The Edge Tub Elite, is the world’s first all-in-one, portable, cold tub which is
disrupting the rapidly growing cold-water immersion space. With other innovative products in the
pipeline, we have big goals and aspirations to be a major player in the athletic performance and
recovery space.
Primary Responsibilities:
Conducting video calls with customers for troubleshooting sessions.
Educating customers and improving customer experience.
Collecting customer feedback and closing feedback loops.
Working with the customer success team to find solutions within our CS platform, Gorgias.
Collect and report customer case data within our systems.
Adding and modifying items and customer data within Shopify.
Assist customers with setting up and maintaining Edge products.
Finding solutions for shipping and receiving challenges.
Communicate with fulfillment centers to find solutions for challenging order fulfillment.
Promote value through customer experience.
Job Type & Requirements:
2+ years of working experience in customer service operations or post sale customer service
Strong interpersonal skills with a wide range of customers.
Strong customer service skills and solution initiator.
Quick learner with the passion to find solutions.
Computer proficiency with software; Google Suite, Slack, Email, etc. Experience with AirTable, Gorgias, Shopify and FedEx ShipStation is a plus.
Detail oriented and organized.
Flexible, smart, emotionally intelligent and wanting to grow in a position by demonstrating eagerness to learn and fulfilling tasks correctly and on time.
Be a team player
Compensation and Benefits:
Full time, hourly non-exempt, $20/hour
This is a fully remote role. Travel to our San Diego HQ would be preferred for initial training
and quarterly or as-needed for continued education and hands-on experience with product
Medical, dental and vision, FSA, 401k, with employer contribution
Company Perks:
Company headquarters in Carlsbad features Edge Recovery Room which includes two Edge cold immersion Tubs, traditional 6 person Sauna, and other recovery tools.
Exercise equipment including squat rack, dumbbell set, treadmill, rowing machine, and other equipment(on site only)
Employment type
Full-time
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