Customer Experience Specialist

Job Title: Customer Experience Specialist

Department: E-Commerce

Reports To: Ruth Jones

FLSA Status: Non-Exempt

Location: Nashville, TN (hybrid/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 Specialist, Customer Experience delivers a high level of customer care across multiple touchpoints. This role engages with customers via email, chat, contact forms, SMS, and phone to address inquiries spanning pre-purchase guidance, checkout support, order management, product troubleshooting, and coordination of warranty and repair services as needed.

 

RESPONSIBILITIES:

• Build rapport with customers and provide comprehensive assistance throughout the entire customer journey to help build lifelong sewists
• Manage and resolve customer inquiries from a variety of communication portals related to product purchasing and support
• Provide advanced troubleshooting to resolve complex technical concerns and provide resolution
• Collaborate with service technicians and development teams to address critical issues
• Work with third-party repair centers and customers to efficiently complete warranty repairs and replacements
• Create and maintain detailed documentation for troubleshooting process within a CRM or ticketing system, ensuring timely and effective resolution
• Develop knowledge articles and training materials for internal users and end consumers
• Maintain product knowledge and provide cross-departmental training
• Monitor and report trends impacting customer inquiries and concerns to leadership
• Offer proactive support and recommendations to prevent future issues
• Participate in cross-functional projects and initiatives to improve support processes and tools
• 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®
• Experience with root cause analysis and identifying long-term solutions
• 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
• Proven ability to work independently and collaboratively within a high performing team
• Willingness to develop, is self-aware and open to feedback
• Effective documentation and knowledge management skills, including creating clear, concise troubleshooting guides and training materials
• Analytical and problem-solving skills, with experience in root cause analysis and identifying sustainable solutions
• Time management and organizational skills, with the ability to manage multiple inquiries and priorities simultaneously

 

WE OFFER YOU:  

• Full benefits package; medical, dental, vision
• 401k plan
• Competitive PTO accrual as well as additional wellness days
• Hybrid/Remote work schedule
• Work environment that harbors a culture of collaboration and community
• Learning and development opportunities

 

PHYSICAL REQUIREMENTS:

• Ability to remain in a stationary position for extended periods of time (approximately 50% of the workday)
• Ability to effectively communicate and exchange information with customers using a variety of technologies, including phones and computers
• Ability to operate standard office equipment and systems to receive, process, and convey information accurately and efficiently

 

WORK ENVIRONMENT/LOCATION/FLEX ARRANGEMENT:

• This position can be fully remote, or hybrid if you’re located in or near Nashville, TN.

 

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.

 

Like what you see? Then come “sew” and grow your career with us!

 

Follow us on LinkedIn and get updates from SVP Worldwide!