Sales & Customer Experience Representative

Sauna Sales & Support Specialist

Employment Type: Full-time, IC  Location: Remote   Hours: Monday–Friday, 9:00 AM – 5:00 PM U.S. Eastern Time, with some flexibility to assist customers near the end of shift Compensation: Base salary + 1% commission on every order closed. Realistic total once ramped: $2,100–$3,900/month. Complete sauna packages regularly exceed $10,000, so larger orders pay meaningfully.

About the Company

We are a rapidly growing U.S.-based ecommerce operation, a team of roughly 20 running several online stores, with this role supporting our sauna heater and sauna kit business. Our customers are homeowners finally building the sauna they've wanted for years, construction companies specifying equipment for a client, and professional sauna builders ordering across multiple projects. Orders range from a single heater to complete packages well over $10,000.

We are not a call center and we don't run like one. There's no script to read word for word, no queue metric to hit, and no one listening in waiting for a wrong phrase. You'll be trusted to talk to customers like a person and use your judgment.

About the Role

This is a sales role with a real support component. Customers come to us because they need help figuring out what to buy: what size heater for the room, whether the specs work for their build, which brand holds up. Your job is to be the person who works that out with them and gets the order.

The work is varied. Some of it is live conversation, but a lot of it is quiet, focused work: researching the right solution, building the quote, and chasing it down. You will not be on the phone all day. Expect a mix of sales and support calls, then stretches of research, quoting, follow-up, and email. This role exists to own that end-to-end customer relationship as the business grows, and it comes with a clear path: if it goes well, you'd help train the next hires and eventually lead the team.

Key Responsibilities

Sales

• Take inbound sales calls, live chat, and texts from homeowners, contractors, and sauna builders

• Make outbound calls and texts to warm prospects who've enquired, requested a quote, or abandoned a cart, and to existing customers for follow-up

• Research the right solution for a customer's build and recommend products based on their room, timeline, and budget

• Create and send quotes in Shopify

• Follow up relentlessly on open quotes. This is where most of the commission lives

• Take orders over the phone

Support

• Handle inbound support calls, live chat, and email

• Answer technical questions about heater and sauna specifications

• Work through customer problems, including liaising with vendors' technical teams to get a real answer rather than a guess

• Process returns and refunds

• Follow up after equipment arrives to confirm the install went well and catch problems early

Required Qualifications

• Near-native spoken and written English: clear enough for an American to understand on a bad phone connection, and clean enough to write a quote email to a contractor

• Real sales experience selling something expensive over the phone or by email (e.g. HVAC, hot tubs, pools, generators, solar, appliances, windows, building materials, insurance, real estate)

• Comfortable with a customer who says "let me think about it," and willing to follow up until you get an answer

• Organized enough to keep 30+ open quotes moving without dropping any

• Typing speed of 45+ WPM

• Reliable internet (10 Mbps+) and a quiet place to take calls

• Availability to work full U.S. Eastern business hours

Preferred Qualifications

Genuinely nice to have, not required

• Shopify experience

• Background in saunas, spas, pools, hot tubs, construction, or home improvement

• Basic electrical literacy (volts, amps, breakers)

You do not need to know anything about saunas. We'll teach you the product properly. What we can't teach is how you sound on the phone and whether you chase a quote.

Ideal Candidate Profile

You are

• Warm and easy to trust on the phone, consultative rather than pushy on a considered, high-ticket purchase

• Persistent, you chase an open quote until you get a yes or a no, and you don't let "let me think about it" be the end of it

• Highly organized, comfortable juggling dozens of open quotes and follow-ups at once without losing track

• Self-directed during the quiet stretches of research, quoting, and email, not just reactive on calls

• Resilient and level-headed when working through a frustrated customer or a return

• Looking for a long-term home with room to grow into a leadership role

Why Join Us

• Fully remote with consistent U.S. business hours

• Direct-hire stability with a growing operation

• Real commission upside on genuinely high-ticket orders

• Autonomy and trust, no scripts, no call-center metrics, no one hovering

• First-hire visibility, with a clear path to training future hires and leading the team