Specialist, Global CX Support

About Us
SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people's lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market, and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 3,600+ associates, the company's products are sold at key retailers, online and offline, and through distributors around the world.
Specialist, Global CX Support
Reports to: Manager, Global CX Support
Department: Consumer Experience
Position Overview
As a Consumer Support Specialist, you will be a key player in delivering a best-in-class customer experience by managing the day-to-day operations and processes that support the fulfillment of direct-to-consumer (DTC) orders. You will be a subject matter expert on business and order support processes and ensure seamless coordination across payment, fulfillment, logistics, and returns workflows. This role is critical in resolving customer issues efficiently while identifying and supporting continuous process improvement opportunities to enhance the customer experience, reduce operational friction, and prevent loss.
This global role requires adaptability to region-specific processes and collaboration with internal and external partners across fulfillment, carriers, finance, and customer service. The ideal candidate brings excellent problem-solving skills, attention to detail, and a proactive mindset to optimize DTC operational support.
Key Responsibilities

• Order & Payment Management

• Is a subject matter expert on order status, flow and experience for the customer

• Investigates and manages order flow exceptions and develop actions to resolve for customer; partner with internal teams including warehouse and logistics, IT, Inventory as well as 3rd parties as needed for solutions

• Administers SKU substitutions, privacy/data requests, and warranty exceptions.

• Investigates and resolves payment-related issues, including customer disputes and chargebacks

• Investigates orders and accounts for fraud and actions accordingly

• Responds to escalation tickets and customer queries related to orders and payments

• Returns & Refunds

• Is a subject matter expert on the returns flow and experience for the customer

• Processes return exceptions and handle refund requests across all channels, as needed

• Partners with the reverse logistics team and carriers to investigate returns exceptions or process delays

• Responds to escalation tickets and customer queries related to returns processing and refunds

• System & Policy Management

• Creates and maintains standard operating procedures for areas of scope

• Maintain system blocklists and create staff discount codes as needed

• Log and track activity in Zendesk and other CX systems accurately and consistently

• Cross-functional Collaboration

• Act as a point of contact for real-time support requests from internal and external operational teams

• Partner cross-functionally with warehouse operations, logistics, inventory, IT, planning, and other teams as needed for customer solutions

• Partner with external teams including contact centers, warehouses, and carriers on escalations, tracking, claims, and customer communication/response

• Communicate with customers and stakeholders clearly and professionally to ensure timely updates and resolutions

• Problem-solving and Process Improvement

• Identifies opportunities to enhance / redesign current processes for enhanced customer experience and internal efficiency

• Identifies and escalates trends in customer calls and tickets with proposed solutions

• Supports the creation, updating, and optimization of internal processes and policies as well as their documentation

Attributes, Skills, and Experience

• Consumer-centric mindset

• Experience with order management, returns, and back-office processes supporting DTC operations

• Exhibits strong follow up skills and is able to drive issues or tasks to completion

• Possesses strong problem solving skills, with the ability to find creative solutions

• Ability to follow established procedures while identifying areas for improvement

• Strong organizational skills and attention to detail

• Excellent written and verbal communication skills

• Ability to manage multiple priorities and adapt in a fast-paced environment.

• Familiarity with order management and customer support systems (e.g., Zendesk).

• Team player with the ability to build positive working relationships across departments.

• Resilient, adaptable, and open to change

Our Culture
At SharkNinja, we don't just raise the bar-we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you'll be right at home.
What We Offer
We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what's possible. When you join, you're not just part of a company-you're part of an outrageously extraordinary community. Together, we won't just launch products-we'll disrupt entire markets.
At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja's innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.
Learn more about us:
Life At SharkNinja
Outrageously Extraordinary
SharkNinja's Candidate Privacy Notice can be found here: https://www.sharkninja.com/candidate-privacy-notice/
For candidates based in China, please visit: https://sharkninja.com/candidate-privacy-notice/china/
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We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at [email protected]