Customer Care Specialist

The Purple story
At Purple, we believe a better life is achievable — and it starts with investing in yourself. As the masterminds of modern rest and recovery, we believe a good night's sleep is the first step toward powering human potential. It fuels happiness, enhances personal growth, and builds a more connected world. That's why our mission is to deliver the most restorative, most supportive, most downright life-changing comfort on the planet. From our groundbreaking GelFlex® Grid technology to our work in the community, we never stop pushing boundaries. We're bold, curious, and uncompromising in our pursuit of better — for our customers, for our people, and for the world. Because when you invest in better, everything else follows.
Compensation
The compensation target for this role is: $15.00 - $17.50
Why this role matters
Our Customer Care Specialists (a.k.a. “Comfort Gurus”) are tasked with
providing world-class, professional support and service to our valued
customers. Our specialists can be placed on any number of teams within
the service and support center. This includes core servicing (calls, chats,
email), warranty, shipping, and returns. Regardless of assignment, our
specialists are all focused on ensuring that our customers receive top-notch
customer care at every touch point
Essential Duties & Responsibilities:
Respond to customer inquiries via phone, chat, email, text or social media, taking appropriate action to ensure each customer receives world class customer service.
Process product orders for customers (via phone, using eCommerce application).
Assist customers with website navigation, online checkout process, or technical issues.
Provide detailed notes and documentation for each customer interaction.
Maintain acceptable customer satisfaction and quality monitoring ratings.
Maintain acceptable productivity, schedule adherence and utilization levels
Meet all individual performance metrics.
Maintain in-depth, detailed, current knowledge of all products, including warranty/returns/refunds policies and procedures.
Must be able to work cross-functionally in chat, email, and phones.
May be asked to work from home due to inclement weather or system outages.
Must work in office through training and completing of initial PWP certification.
May be required to work in office if additional training or collaboration is needed and for department and team meetings.
Required Skills, Education, Experience:
High School Diploma or GED (some college preferred)
Minimum two years customer service experience, preferably in a call center environment
Minimum typing speed of 30 WPM
Experience with inContact preferred
Experience with NetSuite preferred
Experience with Zendesk preferred
Knowledge of mattress industry helpful
Some sales experience preferred
Work Hours (Good Faith Estimate):
This full-time position is expected to work approximately 30-40 hours per week. This is a good faith estimate, and actual hours may vary based on business needs.
How Purple brings you comfort
Comprehensive Health & Wellness Benefits
401(k) Match
Paid Time Off
Childbirth & Parental Leave
Sick & Wellness Time
Holiday Pay
Sabbatical
Employee Discount
Give Back Day
Complimentary Mattress
WHY JOIN PURPLE?
At Purple, you’ll join a team that truly invests in you, not just as an employee, but as a person. Here, you’ll grow in an environment that values curiosity, collaboration, and courage. We believe in open communication, where your ideas are heard, your voice matters, and feedback helps everyone get better. We prioritize building long-term careers and helping you stretch your skills to reach new goals. You’ll be part of a team that owns its work, celebrates integrity, and takes bold risks to innovate. And most importantly, you’ll belong to a community that values people first, where we lift each other up, celebrate what makes us different, and work together to create something extraordinary.
Purple provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.