Customer Experience Specialist

About the role

You'll be the voice customers hear when they reach out. As a Customer Experience Specialist, you'll answer questions about subscriptions, orders, and coffee, make things right when they go sideways, and turn a hiccup into a reason someone stays — all in a warm, human voice that sounds like a roaster who knows their customers by name.

What you'll do

• Answer customer questions across email about subscriptions, orders, and coffee.
• Own the happiness guarantee in practice — resolve damaged, wrong, or lost orders quickly.
• Help customers manage their plans: pause, skip, swap, and cancel.
• Spot patterns in what customers ask and feed them back to the team.
• Write help content and replies in a warm, on-brand voice.

What you'll bring

• 2+ years in customer support or experience, ideally for a DTC or subscription brand.
• Excellent written communication and genuine empathy.
• Calm, resourceful problem-solving when things go wrong.
• Comfort with help-desk tools and learning new systems.
• Comfortable owning your queue on a small, remote team.

Nice to have

• Experience supporting a subscription product.
• Coffee knowledge — or real eagerness to learn it.
• A second language.

About the team

Customer Experience is how SaborCup keeps its promise to know customers by name. It's a small, caring team that treats support as part of the product, not a cost center — and what you hear shapes what we build and roast next.

Compensation & benefits

The salary range for this role is $52,000–$64,000, depending on experience, plus meaningful equity. You'll also get full health, dental, and vision coverage, generous PTO, 16-week parental leave, a yearly learning budget, free coffee from every roast, and the occasional trip to origin. See the full list of perks.