At Hyperice, we push the boundaries of innovation to help people move better, recover faster, and do more of what they love. Our innovative products are designed to support athletes and individuals at every level, helping them perform at their best and maintain an active lifestyle.

We are looking for an enthusiastic, customer-focused Customer Experience Specialist to join our team. This individual will serve as a key point of contact for Hyperice customers, delivering exceptional service, resolving issues, and ensuring every interaction reflects our commitment to quality, innovation, and customer satisfaction.

Key Responsibilities

• Deliver exceptional customer service and support across multiple communication channels, including phone, email, live chat, social media, and other platforms.
• Serve as a knowledgeable and approachable first point of contact for customers, providing timely, professional, and helpful responses.
• Assist customers with product inquiries, troubleshooting, warranty claims, order updates, returns, and general support needs.
• Develop a strong understanding of Hyperice products, technology, and features to provide accurate information and effective solutions.
• Take ownership of customer concerns, troubleshoot issues, and work toward positive resolutions that build customer trust and loyalty.
• Utilize Zendesk and other customer service tools to document interactions, manage support tickets, and ensure timely follow-up.
• Identify recurring customer issues, feedback, and trends, sharing insights with internal teams to improve the overall customer experience.
• Collaborate with Operations, Sales, Product, and other departments to resolve escalated customer concerns.
• Educate customers on product features, benefits, and best practices while identifying appropriate opportunities to recommend additional products.
• Contribute to continuous improvements in customer support processes, resources, and overall service quality.

Qualifications

• 1+ years of experience in customer service, customer support, or a related customer-facing role.
• Bachelor's degree preferred but not required.
• Strong verbal and written communication skills with a professional, positive, and customer-first approach.
• Excellent problem-solving skills with the ability to remain calm and solution-oriented in challenging situations.
• Ability to manage multiple customer inquiries, prioritize tasks, and maintain attention to detail in a fast-paced environment.
• Comfortable learning new technologies, software platforms, and product features.
• Experience with Zendesk or similar customer support platforms preferred.
• Bilingual in English and Spanish is a plus.
• Strong interpersonal skills and the ability to work collaboratively across departments.
• Interest in fitness, wellness, sports, or recovery technology is a plus.

What We Offer

At Hyperice, we believe our people are essential to our success. We offer a competitive compensation and benefits package, including:

• Competitive compensation
• Comprehensive health benefits with generous employer contributions
• 401(k) retirement savings plan with company match
• Paid vacation and company holidays
• Employee perks and product benefits
• A collaborative, energetic, and team-oriented work environment
• The opportunity to work with innovative products that help people move and feel better

Life at Hyperice

We work hard, collaborate closely, and enjoy what we do. Our culture is built around teamwork, innovation, accountability, and shared success. We value individuals who bring positive energy, take initiative, and genuinely care about delivering an outstanding customer experience.

If you're passionate about helping people, enjoy solving problems, and want to be part of a company focused on movement, wellness, and innovation, we'd love to hear from you.