Founded in 2011, Ledge Lounger Inc. (“Ledge”) is a pioneering luxury pool and patio furniture company that has set new standards in outdoor living. At Ledge, our Katy, TX headquarters serves as the hub for meaningful face-to-face connections among colleagues, igniting creativity and driving success. With a strong commitment to innovation, quality, and elegant design, Ledge has quickly risen to prominence in the industry. Experience the satisfaction of working with top-tier outdoor furnishings and accessories at Ledge. Our core values – Loyalty, Ethics, Drive, Grace, and Evolve – underpin every aspect of our business, and we're dedicated to fostering a positive and collaborative work environment where these values thrive.

Craft your career with an American original brand. Over the years, Ledge has earned numerous accolades, including multiple appearances on the Inc. 5000 list for fastest growing companies and the prestigious Global Award from Good Design, a testament to our exceptional craftsmanship and design principles. Additionally, Ledge has continuously appeared on Houston's 50 Best Places to Work lists. As we continue to evolve and inspire outdoor spaces worldwide, our passion for quality, creativity, and customer satisfaction remains at the forefront of our journey.

Job Overview

As a Consumer Success Specialist at Ledge, you will play a critical role in delivering an outstanding customer experience across multiple channels, including direct-to-consumer sales, B2B relationships, and online marketplaces such as Amazon, Wayfair, and Houzz. Your primary responsibility is to engage with customers via phone, email, live chat, and online marketplace messaging to resolve inquiries, troubleshoot issues, and provide expert product knowledge. You will also act as a brand advocate, ensuring that every customer interaction reflects Ledge’s commitment to excellence. Additionally, you will collaborate closely with internal teams to escalate complex issues, analyze customer feedback, and contribute to continuous improvement initiatives aimed at enhancing the overall customer experience.

Key Responsibilities

1. Cultivate long-lasting relationships with new and existing clients/customers, ensuring an exceptional consumer experience.
2. Provide world-class customer support across all communication channels, including phone, email, chat, and marketplace platforms (Amazon, Wayfair, Bed Bath and Beyond, etc.).
3. Address and resolve order-related inquiries, returns, shipping issues, and product questions for both direct customers and online marketplace buyers.
4. Ensure marketplace policies and brand standards are upheld in all customer interactions.
5. Attend company product knowledge trainings to become an expert on Ledge’s product lines and communicate features and benefits effectively.
6. Participate in customer service department rocks, goals, and systems, ensuring alignment with company objectives.
7. Work cross-functionally with logistics, sales, and eCommerce teams to ensure a seamless customer experience.
8. Perform routine tasks required to administer and execute customer service programs efficiently.
9. Participate in staff meetings and attend other meetings and seminars as needed.
10. Proactively identify trends in customer feedback and escalate recurring issues for process improvements.
11. Perform other work-related tasks as assigned.

• 1-3 years of experience in customer service, preferably in an eCommerce, retail, or online marketplace setting.
• Experience working with customer service platforms, including call centers, social media, direct messaging, email, and marketplace-specific messaging portals.
• Proficiency in NetSuite, Google Business, Intermedia, and online marketplace management systems is a plus.
• Highly skilled in using different computers, software, and platforms to manage customer interactions efficiently.
• Strong business acumen and understanding of consumer behavior in D2C and online marketplaces.
• Extenuate positive energy and confidence in engaging with customers.
• Ability to work collaboratively in a team environment while also taking ownership of individual responsibilities.
• Self-motivated and proactive in resolving customer concerns while driving continuous improvement.
• Accepting of feedback and quick to adapt to changes necessary for team and company success.
• Exceptional verbal and written communication skills.
• Enthusiastically embrace a high-volume workload, managing multiple tasks and priorities in a fast-paced environment.

At Ledge, we value diversity and inclusion and are committed to providing equal employment opportunities to all individuals. We offer a competitive salary, benefits package, and the opportunity to work with a dynamic team in a positive and supportive work environment.