We’re looking for a friendly, curious, and technically savvy human to join our customer support team. Hands on gadget repair and electronics troubleshooting experience is a plus. Mechanical aptitude will serve you well here. If you’re the type of person who enjoys helping people solve problems, loves gadgets, and can explain tech in simple, clear language—you’ll fit right in!

What You’ll Be Doing

- Through training and experience you will become our technical lead on our customer service team
- Analyzing product diagnostic data
- Deciding on the right actions to take to rectify customer product issues
- Interfacing between product engineering and production for diagnosis and repairs
- Answering emails from our awesome customers
- Taking and making phone calls (sometimes a 5 minute chat is better than days of back and forth!)
- Helping people sleep better by supporting them with our sleep technology products
- Troubleshooting device issues and helping customers customize their settings
- Identifying whether an issue is a simple misunderstanding or a true technical problem that may need repair
- Guiding customers through instructions clearly and patiently
- Assisting customers with basic networking or connectivity issues
- Checking shipping status
- Preventing returns by optimizing customer product settings
- Process Warranty return for repairs when needed





Who We’re Looking For
- Geeks and nerds welcome!
- Someone who wants to be a highly valued part of a team. (We know that our people are our biggest asset, but we don't just say that, we treat you that way. And happy customers are critical to our growth so your work will be appreciated!)
- Teachable, happy to receive instruction
- Someone with a knack for fixing things, a mechanically minded problem-solver
- Comfortable with phones, tech, and general troubleshooting
- Able to help someone figure out basic networking issues—or willing and able to learn!
- Excellent written and verbal communication skills
- Patient and kind - some of our customers are older and need a little extra care
- Has a quiet, private workspace with consistent internet access for calls and emails
- Robust command of English
- Patient, friendly, and great at explaining things

Hours & Availability
- Full-time, remote, in-office (Richmond, BC) hybrid position
- We’re flexible, but at least a few hours a day, five days a week
- Monday to Friday daytime

If this sounds like your kind of role, we’d love to hear from you! Pay: From $65,000.00 per year

Benefits

- Extended health care
- Flexible schedule
- Paid time off
- Work from home

Work Location: Hybrid remote in Richmond, BC

📌 Full Time, Remote Hybrid Product Technical Specialist (Richmond)
🏢 Perfectly Snug
📍 Richmond