More than a decade ago, Ledge introduced America to the first-in pool chaise and modern design forward furniture for a more compelling outdoor living experience. Today the award-winning brand is recognized as the in-pool and poolside leader, adopted by discerning homeowners and five star resort and residential properties around the world.

Our continued success is very much a consequence of our team members, the Ledge culture of collaboration and innovation, and our unwavering belief in the importance of design distinction in everything we do.

Job Overview:

At Ledge, we believe outdoor spaces are not just extensions of the home—they're living works of art. As pioneers in the premium in-pool and poolside product design space, our mission is simple yet powerful: to help our customers manifest their identity by elevating their approach to outdoor living.

The Consumer Experience Support Representative plays a vital role in delivering exceptional customer support across multiple channels, including direct-to-consumer sales, B2B partnerships, and online marketplaces such as Amazon, Wayfair and others as needed. In this role you will engage with customers via phone, email, live chat and online platforms to address general inquiries, provide shipping and tracking updates, troubleshoot issues, and share expert product knowledge. As a brand advocate, you will ensure every customer interaction reflects Ledge’s dedication to quality and service excellence. This position also involves close collaboration with internal teams to resolve complex issues, analyze customer feedback, and support continuous improvement initiatives aimed at enhancing the overall customer experience.

Key Responsibilities:

1. Cultivate long lasting relationships with new and existing customers, ensuring an exceptional consumer experience.
2. Provide world-class customer support across all communication channels, including phone, email chat and marketplace platforms.
3. Address and resolve order related inquiries, returns, shipping and tracking updates, as well as product questions for all customers.
4. Work cross-functionally with logistics, sales, operations, eCommerce teams to ensure a seamless customer experience.
5. Perform routine tasks required of a support representative: answering calls, responding to emails and chat via CRM tools while maintaining established goals and metrics.
6. Attend regularly scheduled staff meetings and training.
7. Proactively identify trends in customer feedback or reoccurring concerns and bring awareness to leadership for process improvements.
8. Strong business acumen and deep understanding of consumer behavior to deliver thoughtful, data informed solutions that align with both customer needs and business objectives.
9. Perform other work-related tasks as assigned

• 2-3 years of experience in customer support, preferably in a contact center environment for eCommerce business, retail or online marketplace setting.
• Experience with using CRM and ERP systems (NetSuite, Hubspot) and contact center phone systems.
• Proficient in Microsoft Word, Excel, PowerPoint, and Google Workspace applications, including Google Sheets and Docs
• Knowledgeable with D2C business model with a strong ability to address and resolve customer issues efficiently and effectively
• Excellent verbal and written communication skills
• Ability to work collaboratively in a fast-paced 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.

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.