The posting
Job Title: Specialist, Customer Experience - Temporary
Department: eCommerce
Reports To: Sr Manager, Customer Experience
FLSA Status: Non - Exempt
Location: Remote
SVP Worldwide is the world’s largest consumer sewing machine company, proudly home to the iconic brands SINGER®, HUSQVARNA® VIKING®, PFAFF®, and CREATIVATE™. Together, our brands represent nearly 500 years of combined leadership, empowering sewists around the world, and shaping the evolution of sewing for generations.
Our purpose is clear: to create, elevate, and celebrate sewists around the world.
With global operations spanning R&D, manufacturing, distribution, and sales, SVP Worldwide brings together heritage craftsmanship and modern innovation to serve a worldwide community of makers.
Our expanding portfolio includes sewing and embroidery machines, accessories and notions, garment care, and creative software — offering meaningful opportunities to innovate, collaborate, and make an impact.
Guided by our values — customer-first thinking, curiosity and creativity, inclusion, and transparency — we’re building a connected, inclusive culture where people can grow their careers while helping define the future of sewing.
POSITION SUMMARY:
The Customer Experience Specialist is responsible for delivering high-quality customer support across multiple service channels, including email, chat, contact forms, SMS, and phone. The role addresses a broad range of customer needs, including pre‑purchase guidance, checkout and order support, post‑purchase inquiries, product troubleshooting, and the coordination of warranty and repair services.
This position requires the ability to manage multiple interactions simultaneously, apply product and process knowledge to resolve customer needs efficiently, and ensure a consistent and positive customer experience across all touchpoints.
This is a temporary/contract role
RESPONSIBILITIES:
Customer Experience & Support Delivery
- Deliver high-quality, end-to-end customer support by building trusted relationships and guiding customers throughout the full customer journey to drive long‑term engagement and loyalty.
- Manage and resolve customer inquiries across multiple communication channels related to product purchasing, usage, and support needs.
- Provide proactive recommendations and guidance to enhance customer satisfaction and prevent recurring issues.
Technical Issue Resolution & Escalation
- Diagnose and resolve complex technical issues through advanced troubleshooting, ensuring timely and effective resolution.
- Collaborate with internal service technicians, engineering, and product development teams to address escalated or critical customer issues.
- Coordinate with third-party repair centers and customers to manage warranty repairs, replacements, and service outcomes in accordance with established policies.
Case Management & Documentation
- Create, maintain, and update detailed case documentation within CRM or ticketing systems to ensure accurate tracking, knowledge capture, and resolution transparency.
- Ensure adherence to service standards, response time objectives, and documentation requirements.
Knowledge Management & Training
- Develop and maintain knowledge base articles, troubleshooting guides, and training materials for internal teams and end consumers.
- Maintain deep product knowledge and deliver cross departmental training to support consistent and accurate customer communications.
Reporting, Insights & Continuous Improvement
- Monitor, analyze, and report trends related to customer inquiries, product performance, and service issues, escalating insights and recommendations to leadership.
- Identify opportunities to improve customer support processes, tools, and workflows based on data and customer feedback.
- Participate in cross functional projects and initiatives to enhance operational efficiency, service scalability, and overall customer experience.
The Employer retains the right to change or assign other duties to this position.
REQUIREMENTS AND PREFERRED EXPERIENCE:
- 3+ years’ experience in a customer support or technical support role
- Proven expertise in sewing and crafting at an advanced level, preferably with SINGER®, HUSQVARNA® VIKING®, PFAFF®, and CREATIVATE® is a plus
- Experience with root cause analysis and identifying long-term solutions
- Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
- Experience with contact center platforms such as Gorgias, Shopify, MS office Suites, SharePoint, etc.
SKILLS, ABILITIES AND KNOWLEDGE:
- Advanced customer service and relationship-building skills, with a focus on delivering a premium, personalized customer experience.
- Strong technical troubleshooting skills with the ability to diagnose and resolve complex product and service issues.
- Excellent verbal and written communication skills across multiple channels (phone, email, chat, SMS), including the ability to translate technical information for non-technical audiences.
- Proficiency in CRM and contact center platforms (e.g., Gorgias, Shopify), as well as Microsoft Office Suite and SharePoint.
- Ability to effectively communicate; excellent written and verbal communication skills.
- Effective organizational skills with attention to detail.
- Ability to work in a fast-paced environment and adapt quickly to change; demonstrates learning agility.
- Proven ability to work independently and collaboratively within a high performing team.
- Willingness to develop, is self-aware, and open to feedback.
WE OFFER YOU:
- Full benefits package; medical, dental, vision
- 401k plan
- Competitive PTO accrual as well as additional wellness days
- Remote work schedule
- Work environment that harbors a culture of collaboration and community
- Learning and development opportunities
PHYSICAL REQUIREMENTS:
Examples below for guidance, please copy and edit based on the physical requirements of the role
You must be able to complete all physical requirements of the job with or without reasonable accommodation, including:
- Occasionally move about inside the office to access filing cabinets, meeting rooms, copier/printer, etc. as well as having the ability to remain in a stationary position most of the time.
- Must be able to communicate effectively through multiple forms of technology (including Social Media Platforms) with telephone and computer. Must be able to receive and convey information.
- Must be able to remain in a stationary position 50% of the time.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Repetitive motions such as lifting and turning
- Communicate with customers via telephone and computer. Must be able to receive and convey information.
- Required to lift, retrieve or reposition products weighing up to 50 pounds.
WORK ENVIRONMENT/LOCATION/FLEX ARRANGEMENT:
Examples below are for guidance, please copy and edit based on the work environment of the role
- SVP Worldwide offers a fast-paced and ever-changing environment. This position will be remote.
- Works in an office environment and at times may travel for business related meetings or events.
- The worker is subject to being in front of a computer and on the phone throughout the day.
Why You Will Love Being a Part of the SVP Worldwide Team:
We take care of our team! We offer a competitive benefit package including multiple health plan options comprised of vision and dental plans, 401K plan, life insurance, disability insurance, pet insurance, parental leave, generous employee discounts and paid time off benefits including wellbeing days.
At SVP Worldwide, we celebrate diversity, equity, and inclusion and strive to employ a unique workforce that is reflective of our consumers across the globe. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.
SVP Worldwide is an equal opportunity employer and makes employment decisions based on merit and qualifications. SVP Worldwide prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration.
In The News:
In 2021, SVP Worldwide was acquired by Platinum Equity (www.platinumequity.com), a global investment firm with more than $25 billion of assets under management and a portfolio of approximately 50 operating companies that serve customers around the world. Platinum Equity has committed to fully support SVP Worldwide’s continued growth and to bring additional financial and operational resources to help accelerate the company’s efforts.
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