• Customer Care Lead

    Sunlighten (Leawood, KS)


    Please Note: We are currently giving strong consideration to internal Sunlighten applicants for this position. External candidates are still welcome to apply, but internal interest may be prioritized during the selection process.

     

    At Sunlighten, we're not just about infrared saunas, we’re on a mission to improve lives through innovative health and wellness solutions. As a global leader in infrared sauna therapy with a 25-year legacy of innovation, we’ve grown from our Kansas City roots to establish a global footprint. With the wellness market projected to reach $7 trillion by 2026, we’re proud to lead the way in light science and longevity. We’re rapidly expanding and seeking an enthusiastic Customer Care Lead with a solutions-oriented mindset and innate ability to support and help others grow. Based in the Kansas City metro area, we offer the best of both worlds: the growth of a global company with the close-knit culture of a local business.

     

    Sunlighten’s Customer Care Lead will partner with the Customer Care Managers and Director to support and mentor a team of Customer Care Representatives. This role ensures high-quality service and acts as the first point of contact for representative questions, assisting with customer issue resolution and process adherence through quality performance monitoring. You'll assist with escalated customer issues and collaborate with representatives on positive resolution outcomes through resource usage and problem-solving skills. Additionally, you will provide feedback and communication to leadership on product trends, issues, process breaks/gaps, and improvement opportunities that will enhance customer, representative and departmental performance. This position plays a vital role in ensuring high quality team communication and fostering a positive work environment.

    Duties/Responsibilities:

    + Supporting a team of Customer Care representatives, providing guidance, and coaching to ensure high-quality service.

    + Monitoring team performance and customer feedback to identify product trends (issues or concerns) to inform Customer Care leadership for next best actions.

    + Monitor and resolve customer cases by answering phone calls and responding to emails and Teams communications.

    + Handling complex questions and/or inquiries that have been escalated from frontline representatives for the representatives to then be able to assist the customers and resolve the customer’s issue.

    + Collaborating within Customer Care teams and other departments to resolve customer issues and improve the overall customer experience.

    + Facilitating communication and fostering a positive work environment to maintain high employee morale and motivation.

    + Other duties as assigned.

    Requirements

    Skills/Abilities:

    + Ability to reliably commute to Sunlighten HQ during work hours

    + Ability to work in office Monday-Friday from 9AM-6PM

    + Customer/client focused approaches

    + Excellent problem solving and analytic skills

    + Natural leadership skills- especially in a team environment

    + Proficiency with Microsoft Office Suite or a related software

    Education and Experience:

    + Associate’s or bachelor’s degree in related field

    + 2-years experience in customer service field

     

    Or

     

    + High School Diploma + 1 Year of Management Experience

     

    Benefits

     

    + Competitive Paid Time Off Policy + Paid Holidays + Floating Holidays

    + Fully Equipped Fitness Center On-Site

    + Free Lunch Program featuring a James-Beard Award Winning Chef

    + Health (HSA & FSA Options), Dental, and Vision Insurance

    + 401(k) with company contributions

    + Profit Sharing

    + Life and Short-Term Disability Insurance

    + Professional Development and Tuition Reimbursement

    + Associate Discounts on Saunas, Spa Products and Day Spa Services

     

    Sunlighten provides equal employment opportunity. Discrimination of any type will not be tolerated. Sunlighten is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.