Customer experience specialist

SVibe is redefining sexual wellness — built for the body, crafted for those ready to go Beyond the Basics.

We're building products that help people explore intimacy with confidence, curiosity, and zero shame. As we grow, we're looking for a Customer Experience Specialist who can deliver an exceptional customer experience and become a trusted voice between our customers and our team.

This isn't a traditional support role. You'll help customers navigate their questions, solve issues with empathy and efficiency, and bring valuable insights back to the business to help us improve every part of the customer journey.

What you'll do

• Respond to customer inquiries via email, chat, and support platforms
• Resolve customer issues quickly, accurately, and with empathy
• Handle questions related to orders, shipping, returns, subscriptions, and product usage
• Investigate and troubleshoot customer problems, escalating when necessary
• Work closely with Operations, Product, and Marketing teams to improve the customer experience
• Identify recurring issues and customer pain points
• Help maintain and improve support documentation and knowledge bases
• Act as the voice of the customer, sharing insights and feedback with the wider team
• Ensure every interaction reflects Svibe's brand tone and value

What we're looking for

• Excellent written English (C1 or above) — this role is heavily focused on written communication
• Strong written communication skills with the ability to adapt tone and communicate clearly
• High attention to detail and strong organizational skills
• A natural problem-solver who enjoys helping people
• Ability to manage multiple conversations and priorities simultaneously
• Comfortable working in a fast-moving startup environment
• Ownership mentality and proactive attitude

Bonus points if you

• havePrevious experience in Customer Support, Customer Experience, Customer Success, or Operations
• Experience working in e-commerce, DTC brands, or startups
• Familiarity with support tools such as Gorgias, Zendesk, Intercom, HubSpot, or similar
• Interest in wellness, health, lifestyle, or consumer brands

What success looks like

• Customers receive fast, thoughtful, and effective support
• Customer satisfaction remains consistently high
• Common issues are identified and solved proactively
• Valuable customer insights help improve our product and operations
• Support processes become more scalable as Svibe grows

Why join SVibe?

• Join a fast-growing startup redefining an industry
• Work directly with founders and decision-makers
• High ownership and real impact from day one
• Flexible, ambitious, and collaborative culture
• Opportunity to grow as the company scales.