Customer Experience Specialist

Aura Home, Inc.

Customer Experience Specialist supporting Aura's customers via email, phone, and chat. Focus on delivering a human-first experience and troubleshooting technical issues.

Posted 5/20/2026full-timeNew York City • New York • 🇺🇸 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
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.

Requirements

What you’ll need

Fluent in English(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

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer support experienceiOS appsAndroid appsconnectivity troubleshootingproblem-solving abilityattention to detailpre-sales product inquiriesorder supportproduct features explanationwarranty support

Soft Skills

strong communication skillsempathy skillssolution-focused approachcustomer-centric approachflexibilityteam collaborationadaptabilitylearning new tools quicklyprocess improvementvoice of the customer (VoC)