Customer Care & Wellness Concierge

Looking for a job you can feel good about?

Are you fascinated by wellness, self-care, biohacking, and the ways light and heat can transform how people feel? Are you the kind of person who loves learning about something deeply—and then naturally becomes the person your friends trust to explain it?

SaunaSpace is looking for a warm, engaging, and highly detail-oriented Customer Care & Wellness Concierge. This role combines traditional customer care—including phone, email, and chat support—with personal one-on-one video calls designed to help customers get the most from their SaunaSpace products.

The right person will have the rare ability to make customers feel immediately comfortable, seen, and genuinely cared for. You are confident and natural on video, an excellent listener, and enthusiastic without sounding scripted or sales-driven. You also understand that exceptional service depends on precision behind the scenes: accurate records, thoughtful follow-through, strong product knowledge, and careful management of every detail.

The team you will join

Our Customer Care Team provides white-glove support from a customer’s first interaction through years of owning a SaunaSpace product.

You will answer pre- and post-purchase questions, resolve shipping and product issues, guide customers through setup and troubleshooting, and help people feel informed and confident in their purchase.

You will also conduct personal one-on-one video concierge calls designed to help customers get the most from their SaunaSpace products, answer practical questions, and create a realistic wellness rhythm that fits their lives.

This is not a detached or heavily scripted support role. It requires genuine involvement, emotional intelligence, strong judgment, technical accuracy, and the ability to build trust quickly.

At its core, this role is about educating customers, solving problems, creating meaningful connections, and continuously improving the experience we offer.

What you'll do

• Cultivate trust in every interaction and uphold SaunaSpace’s mission to empower people to be well.

• Represent SaunaSpace in a warm, knowledgeable, and professional manner.

• Answer customer calls, emails, and chats regarding pre- and post-purchase questions, product use, and shipping disruptions.

• Conduct one-on-one video concierge calls with designated SaunaSpace customers.

• Help customers feel confident using their SaunaSpace products and establish a sustainable wellness routine.

• Provide thoughtful follow-up and relevant educational resources after concierge calls.

• Learn all aspects of the SaunaSpace product line and company history, staying current as products and processes evolve.

• Develop expert knowledge of light and heat therapy, how our products work, and the approved health conditions and precautions relevant to customer guidance.

• Guide customers through physical product setup, comfort troubleshooting, and physical or technical product issues by phone or video.

• Recognize when a customer question should be escalated or referred to a qualified healthcare professional.

• Treat support and success conversations as potential sales inquiries, recommending the products or solutions that best serve the customer.

• Maintain accurate customer records and thoroughly document customer interactions.

• Manage multiple conversations at once while maintaining warmth, quality, and attention to detail.

• Collaborate positively with colleagues across departments to resolve issues and complete tasks.

• Support the fulfillment department as needed.

• Identify recurring customer concerns and opportunities for product or process improvement.

• Recommend improvements to SOPs, macros, educational materials, and workflows.

Who you are

You will thrive in this role if you:

• Are genuinely passionate about health, wellness, and self-care.

• Have a warm, charismatic, and engaging presence.

• Make people feel comfortable, understood, and cared for.

• Are confident, polished, credible, and natural on video.

• Enjoy meaningful one-on-one conversations.

• Can educate and inspire people without being pushy or overly sales-oriented.

• Love solving problems and finding answers.

• Notice small details and take pride in thorough follow-through.

• Can balance emotional intelligence with technical precision.

• Stay calm and professional during difficult customer interactions.

• Enjoy learning new things and explaining complex information clearly.

• Work well in a fast-moving environment.

• Take ownership and look for ways to improve systems and processes.

Qualifications

• Passion for health and wellness, with a genuine desire to help others pursue their wellness goals.

• Exceptional interpersonal skills and the ability to build relationships quickly.

• Expert-level written and verbal communication skills.

• Strong listening skills and sound judgment.

• Comfort speaking with customers by phone and video.

• Calm, empathetic, and professional demeanor during difficult interactions.

• Excellent attention to detail and commitment to accurate documentation.

• Ability to quickly learn and navigate a variety of software applications.

• Eagerness to develop deep knowledge of SaunaSpace products and the light-and-heat therapy industry.

• Highly resourceful team player with the ability to work independently.

• Forward-thinking approach and willingness to propose solutions.

• Discretion and respect for confidentiality.

• Flexible and adaptive.

• Ability to manage multiple conversations and priorities without sacrificing quality.

Education and experience

• One to three years of customer service experience or experience in a related field is preferred.

• Experience in wellness, hospitality, coaching, education, high-touch retail, customer success, or consultative sales may also be relevant.

• Experience leading video consultations, onboarding sessions, or educational calls is a plus.

Preferred software experience

• Gorgias or another customer-service ticketing platform

• Slack

• Shopify

• Excel or Google Sheets

• Google Workspace

• ShipStation

• Asana

Our Core Values

• Do the Right Thing

• Be Intentional

• Illuminate Solutions

• Elevate Customer Experience

For this role, elevating the customer experience means treating every customer as more than a ticket or transaction. It means listening carefully, taking ownership, communicating clearly, and ensuring that each person feels supported throughout their SaunaSpace journey.

The perks

• Medical insurance

• Fully covered dental, vision, and life insurance

• Paid time off accruing from Day 1

• Vacation time beginning after one year of employment

• Free Glow Infrared Therapy Light after six months

• Free FireLight Sauna on your one-year anniversary

• Small, collaborative team where your voice is heard

• Opportunities to influence processes, tools, and workflows

• Wellness benefits that are part of our culture

• Meaningful work helping people live healthier lives

We are not looking for someone who simply closes tickets. We are looking for someone who can master the details, solve real problems, communicate with warmth, and create the kind of personal experience customers remember.

If that sounds like you, we would love to hear from you.

NOTE: This role is fully remote. We're currently set up to hire in Missouri, Virginia, and Florida, and will give strong preference to candidates in those states. Truly exceptional candidates outside these states are welcome to apply. Compensation $22 - $26/hr.

Here’s the application.

We look forward to meeting you.