Customer Success Specialist

Customer Success Specialist (Full-Time)Location: Hybrid | Old Town Scottsdale, AZAbout UsSleepyhead is one of the fastest-growing brands in the sleep industry — recently named to the Inc. 5000 list of America’s fastest-growing private companies. We’re a modern, Scottsdale-based e-commerce company shaking up the college sleep market with our premium mattress toppers and sleep essentials. Known for our high-performance products, data-driven marketing, and strong brand identity, Sleepyhead has built a loyal following of students, parents, and universities across the country.Position OverviewSleepyhead is seeking a Full-Time Customer Success Specialist to support our growing customer base. This role combines remote and in-office work, with evening and weekend coverage responsibilities as part of the schedule. The ideal candidate is highly organized, customer-focused, and thrives in a fast-paced e-commerce environment.You will be responsible for delivering a best-in-class customer experience across multiple channels while supporting internal operations, including returns processing and platform management.Key ResponsibilitiesCustomer Experience & SupportManage inbound customer inquiries via email, phone, and live chatProvide accurate, timely, and professional responsesEnsure a high-quality, consistent brand experience across all touchpointsMarketplace & Channel ManagementMonitor and respond to customer reviews and comments on AmazonMaintain strong response times and uphold brand standardsOrder OperationsProcess return orders, refunds, and replacementsMaintain accurate internal records and documentationSystems & ToolsUtilize Shopify and Amazon Seller Central to manage support tickets and ordersEnsure all customer interactions are properly tracked and resolvedCross-Functional CollaborationPartner with internal teams to escalate issues and improve the customer journeyIdentify trends in customer feedback and recommend improvementsQualifications1+ year of customer success experience (e-commerce preferred)Strong written and verbal communication skillsHigh attention to detail and problem-solving abilityComfortable working in a fast-paced environmentExperience with Shopify and Amazon Seller Central is a plusReliable and able to work both remotely and in-officeScheduleFull-time scheduleHybrid work environment (remote + in-office)Every other weekend required (remote)BenefitsFlexible hybrid work environmentOpportunity for growth within a rapidly expanding companySleepyhead is looking for someone who thrives in a fast-moving environment and is excited to be part of a rapidly growing brand.