Customer Experience Specialist, English & Spanish

Aura Home, Inc.

Customer Experience Specialist supporting customers via email, phone, and chat at Aura. Delivering a high-quality, human-first experience while handling customer queries.

Posted 5/20/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $55,000 - $70,000 per yearWebsite

Tech Stack

Tools & technologies

AndroidiOS

About the role

Key responsibilities & impact

Support customers via email, phone, and chat, delivering a high-quality, human-first experience
Handle a full range of customer queries in a solution-focused, customer-centric way, including pre-sales product inquiries, order support and tracking, explaining product features and usability, app, frame, and WiFi troubleshooting, warranty support and returns
Work with team members and other departments to represent the voice of our customers (VoC) and to continuously improve our processes and products
Collaborate with Product, Engineering, and Operations to improve customer experience and reduce friction points

Requirements

What you’ll need

Fluent in English and Spanish (written & spoken)
1+ year customer support experience (email/chat/phone environment)
Experience with Zendesk or similar CRM tools
Strong communication and empathy skills
Technical aptitude (iOS / Android apps, connectivity troubleshooting)
High attention to detail and problem-solving ability
Comfortable learning new tools, systems, and technologies quickly
Flexibility to work 2–5 weekends during peak periods

Benefits

Comp & perks

Compensation for this role will be in the $55,000 - $70,000 range.
Competitive compensation, including an employer-sponsored 401(k) — and we fully match the first 4% of contributions
Comprehensive health plans: we pay up to 100% of the premium for employees and ~50% for families
Generous stock option program, which begins vesting after 1 year at the company
Flexible time off – you’re required to take off at least 10 days in addition to all company holidays
A monthly fitness and wellness allowance of up to $150
Lunch and snacks on us every day in our NYC and SF offices

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportconnectivity troubleshootingiOS appsAndroid apps

Soft Skills

communicationempathyattention to detailproblem-solvingflexibility