Specialist, Global Customer Experience Support

About Us SharkNinja is a global product design and technology company with a diversified portfolio of 5-star rated lifestyle solutions that positively impact peoples lives in homes around the world. the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories driving significant growth and market share gains. Headquartered in Needham Massachusetts with more than 3600 associates the companys products are sold at key retailers online and offline and through distributors around the world . Specialist Global Customer Experience Support Reports to : Manager Global Customer Experience Support Department : Consumer Experience Position Overview As a Consumer Support Specialist you will be a key player in delivering a best-in-class customer experience by managing the day-to-day operations and processes that support the fulfillment of direct-to-consumer (DTC) orders. You will be a subject matter expert on business and order support processes and ensure seamless coordination across payment fulfillment logistics and returns workflows. This role is critical in resolving customer issues efficiently while identifying and supporting continuous process improvement opportunities to enhance the customer experience reduce operational friction and prevent loss. This global role requires adaptability to region-specific processes and collaboration with internal and external partners across fulfillment carriers finance and customer service. The ideal candidate brings excellent problem-solving skills attention to detail and a proactive mindset to optimize DTC operational support. Key Responsibilities Order & Payment Management Is a subject matter expert on order status flow and experience for the customer Investigates and manages order flow exceptions and develop actions to resolve for customer; partner with internal teams including warehouse and logistics IT Inventory as well as 3 rd parties as needed for solutions Administers SKU substitutions privacy / data requests and warranty exceptions. Investigates and resolves payment-related issues including customer disputes and chargebacks Investigates orders and accounts for fraud and actions accordingly Responds to escalation tickets and customer queries related to orders and payments Returns & Refunds Is a subject matter expert on the returns flow and experience for the customer Processes return exceptions and handle refund requests across all channels as needed Partners with the reverse logistics team and carriers to investigate returns exceptions or process delays Responds to escalation tickets and customer queries related to returns processing and refunds System & Policy Management Creates and maintains standard operating procedures for areas of scope Maintain system blocklists and create staff discount codes as needed Log and track activity in Zendesk and other CX systems accurately and consistently Cross-functional Collaboration Act as a point of contact for real-time support requests from internal and external operational teams Partner cross-functionally with warehouse operations logistics inventory IT planning and other teams as needed for customer solutions Partner with external teams including contact centers warehouses and carriers on escalations tracking claims and customer communication / response Communicate with customers and stakeholders clearly and professionally to ensure timely updates and resolutions Problem-solving and Process Improvement Identifies opportunities to enhance / redesign current processes for enhanced customer experience and internal efficiency Identifies and escalates trends in customer calls and tickets with proposed solutions Supports the creation updating and optimization of internal processes and policies as well as their documentation Attributes Skills and Experience Consumer-centric mindset Experience with order management returns and back-office processes supporting DTC operations Exhibits strong follow up skills and is able to drive issues or tasks to completion Possesses strong problem-solving skills with the ability to find creative solutions Ability to follow established procedures while identifying areas for improvement Strong organizational skills and attention to detail Excellent written and verbal communication skills Ability to manage multiple priorities and adapt in a fast-paced environment. Familiarity with order management and customer support systems (e.g. Zendesk). Team player with the ability to build positive working relationships across departments. Resilient adaptable and open to change Our Culture At SharkNinja we dont just raise the barwe push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible push boundaries and deliver results that others only dream of. If you thrive on breaking out of your swim lane youll be right at home. What We Offer We offer competitive health insurance retirement plans paid time off employee stock purchase options wellness programs SharkNinja product discounts and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining whats possible. When you join youre not just part of a companyyoure part of an outrageously extraordinary community. To gether we wont just launch products well disrupt entire markets. Diversity Equity and Inclusion At SharkNinja Diversity Equity and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinjas innovation every day. We support ALL associates in bringing their authentic selves to work making an impact and having the opportunity for career acceleration. With help from our leadership associates and our community we aim to have equity be a key component of the SharkNinja DNA. Learn more about us Life At SharkNinja Outrageously Extraordinary Candidate Privacy Notice SharkNinjas Candidate Privacy Notice can be found here : EEO Statement We do not discriminate on the basis of race religion color national origin sex gender gender expression sexual orientation age marital status veteran status disability or any other class protected by legislation and local law. SharkNinja will consider reasonable accommodations consistent with legislation and local law. If you require a reasonable accommodation to participate in the job application or interview process please contact SharkNinja People & Culture at #J-18808-Ljbffr