Customer Service Representative

Job Description

Job Description

Position Summary

At UPLIFT Desk, we’re not just building ergonomic workstations—we’re shaping how people work and live. As the ecommerce industry leader in height-adjustable desks, we’ve grown by delivering innovative, customer-focused solutions that promote health, productivity, and well-being. Our success is rooted in our core values: Customer Obsession, Innovation, Accountability, and Results Oriented.

As a Customer Service Representative, you are the voice of our brand and the frontline guide for customers seeking support, solutions, and workspace expertise. In this fast-paced role, you’ll assist customers across phone, chat, and email while acting as a product expert, residential sales consultant, and technical troubleshooter. From helping customers design their ideal workspace to resolving post-delivery issues or warranty concerns, your goal is to deliver accurate solutions with professionalism and empathy while meeting daily productivity expectations.

What You'll Bring

• 2+ years of experience in customer support or consultative sales, ideally in a high-volume environment

• Ability to learn technical product features quickly and navigate multiple software tools

• Exceptional verbal and written communication skills across phone, email, and chat

• Ability to stay composed, accurate, and efficient while managing multiple interactions simultaneously

• Positive, solution-focused mindset with strong personal accountability

Bonus Points For

• Experience with product recommendations and upsells during routine customer support interactions

• Leadership or mentorship experience in an organization and an interest in career growth opportunities

• Experience managing a high-volume inbox while meeting service level expectations (SLAs).

• Ability to multitask seamlessly across email, chat, and phone to address a wide variety of customer technical and billing needs.

• Demonstrated ability to remain calm and effective while resolving urgent customer escalations and meeting response time goals.

What You’ll Do

• Manage high-volume inbound inquiries via phone, chat, email, and support cases with speed, empathy, and professionalism.

• Consult with residential customers to identify their specific workspace needs, guide configuration selection, and assist with placing orders.

• Guide customers through technical troubleshooting to resolve hardware issues and process warranty claims efficiently.

• Resolve post-delivery issues, including shipping damage or missing components, to ensure complete customer satisfaction.

• Review and modify customer orders to ensure accuracy and accommodate changing customer requirements.

• Leverage knowledge of return, warranty, and shipping policies to assist customers efficiently with transparent and accurate information.

• Identify, document, and escalate complex customer concerns or trends according to standard operating procedures.

• Consistently achieve or exceed the Customer Service Team’s quality assurance (QA) and productivity goals.

• Thrive in a collaborative environment that values teamwork, ongoing learning, and daily experimentation.

Benefits

• A merit-based environment that rewards growth and accomplishment regardless of seniority

• Generous paid time off

• 4% 401K company matching with instant vesting (after one year)

• Excellent group health insurance available to employees and dependents, including domestic partners (medical plan, 2 dental plans, and a vision plan to choose from)

• Flexible spending account (FSA) for health care and child care costs

• Company-paid & Supplementary Life Insurance; Long-term & Short-term disability

• Free UPLIFT Desk (after one year)

• 50% discount on all UPLIFT products

• Free healthy (and not so healthy) snacks and drinks

• On-the-job training and skills development

• A supportive and engaging work culture that promotes healthy living

Position Details

• Compensation: $22–$24 per hour, with additional monthly commission based on performance

• Type: Full-time

• Employee Status: Regular

• Work Schedule: Monday - Saturday with a weekday off, TBD on that day, hours are 9-6

• Location: Austin, Texas

About UPLIFT Desk

As a fast growing, mid-sized Direct To Consumer (DTC) brand company, it’s our mission to deliver sincere, world-class customer service. We provide optimally designed, quality office solutions to customers. We focus on happier & healthier customers and employees!

UPLIFT Desk has revolutionized the way people shop for office furniture. It all starts with our award winning UPLIFT Standing Desk, made even better when accessorized with our entire UPLIFT office furniture line. Our product line includes most furniture an office could need. We design office products that optimize customers’ comfort, health, and productivity. Our Product Development team focuses on designing the highest quality ergonomic office furniture. Then our Content team's ecommerce website offers customers the ability to configure products specifically to their needs. Our amazing Order Processing and Warehouse teams make sure we have inventory and ship orders the same day. Customers receive award winning support from our Sales and Customer Service and Warranty teams. We offer the best 15 year warranty in the business! Our Interior Design and Contract Sales teams specialize in large office furniture layouts for commercial buildings that serve most Fortune 500 companies.

Award winning UPLIFT Desk is loved globally!

• Rated Best Standing Desk by New York Times Wirecutter 9 years in a row

• Hundreds of thousands of happy customers around the world sit and stand at an UPLIFT Desk

• Google reviews - 4.9 rating with thousands of reviews

We value our environment:

• We plant 5 new trees in U.S. National Forests for every solid wood desk sold. By partnering with the National Forest Foundation, we're able to plant tens of thousands of new trees each year

• Solar powered operations: Our Austin facilities produce over a megawatt of electricity through roof-mounted solar panels on three large warehouses

• We use sustainable materials in our products. Some examples are:

• Bamboo Desktops, Drawers, & Motion Boards: The world's fastest-growing plant, Moso bamboo is a grass that grows as quickly as an inch an hour

• Eco Curve Desktops: Eco Curve desktops use 100% recycled MDF and have the lowest carbon footprint in the industry due to not using edgebanding, backer boards, adhesives, or solvents

• Rubberwood Desktops: Pará rubber trees produce 99% of the world's natural rubber latex. The rubber production lifespan of these trees is exhausted after about 25-30 years. Our rubberwood desktops give the trees a second life

Equal Opportunity Employer (EEO)

UPLIFT Desk believes in building an organization whose staff reflects the true diversity of our community. We hire, promote, and reward employees based on results and professional performance. UPLIFT Desk provides equal employment opportunities to all employees and applicants without regard to religion, sex, age, sexual orientation, gender identity, race, creed, color, national origin, alienage or citizenship status, marital status, partnership status, ancestry, disability, or veteran status.

To all recruitment agencies: We do not accept agency resumes. UPLIFT Desk is not responsible for any fees related to unsolicited resumes.

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