Customer Service Sales Representative (Somnofit-S) - Remote

About Us: We’re a U.S.-based sleep wellness company specializing in anti-snoring products, including an FDA-cleared mouth guard, an anti-snore pillow, and a nasal dilator, all manufactured in Switzerland. Our business model relies heavily on online sales and Amazon, making customer satisfaction and reviews critical to our success.

About the Position: This role is within our customer service team, focusing on Somnofit-S, our flagship anti-snoring mouth guard. Your primary responsibilities will involve reviewing customer histories, crafting personalized emails on behalf of our founders, and maintaining an Excel spreadsheet to track interactions.

Our mission is to foster five-star customer experiences, driving positive reviews for the Somnofit-S Amazon listing.

You will report to a lead who will oversee your workload, provide coaching, and evaluate performance. This lead will also identify new customer segments for outreach, both within and beyond the existing solicitation spreadsheet.

Key Responsibilities:

• Review past customer interactions and verify refund or replacement details before initiating contact.
• Compose personalized emails to re-engage customers, restart conversations, and encourage honest Amazon reviews—without prompting a specific star rating.
• Document every interaction, response, and next step in the solicitation spreadsheet. Track additional outreach efforts as necessary.
• Monitor replies and escalate technical questions or troubleshooting needs to our customer support team.

Requirements

• At least 2 years of experience in sales, customer outreach, or customer service.
• Proficient written and verbal English skills (English does not need to be your first language).
• Ability to dedicate a full workday to writing emails, meeting outreach targets, and maintaining accurate Excel records.

Success Metrics

Performance will be measured by the number of customers contacted, follow-ups completed, and the accuracy/timeliness of spreadsheet updates. Your lead will set targets and refine these metrics collaboratively.

Schedule

Monday–Friday, 9:00 AM–5:00 PM EDT, including a one-hour break daily. Hours remain fixed at 3:00 PM–11:00 PM SAST year-round, aligning with 8:00 AM–4:00 PM EST during U.S. standard time.

Benefits

• Remote work flexibility
• 10 business days of vacation annually
• 5 National Holidays with paid time off
• 5 Company Holidays (including Christmas Eve, Christmas Day, New Year’s Eve, New Year’s Day, and Zipdev Day)
• Parental leave support
• Healthcare reimbursement
• Active lifestyle reimbursement
• Quarterly home office reimbursement
• Payroll deduction purchase plans
• Longevity bonus
• Continuous learning bonus
• Access to training and professional development platforms

At Zipdev, authenticity is a core value. We encourage you to express yourself genuinely in your application—we aim to understand you, not a generic response.

For further details on our remote environment or payment methods, explore our FAQs on our career site. Reach out if you have additional questions!