Support Specialist

ABOUT THE ORGANIZATION AND THE ROLE

BRG is a manufacturer of high-end domestic appliances with emphasis on innovation and cutting-edge technology. Within BRG, there is a sub-set of high-end coffee brands, namely Baratza & LELIT, that make up a division named the Specialty Coffee Business Unit (SCBU), with a head office located in Seattle, WA.

The BRG Specialty Coffee support team is known for providing people-focused care, the foundation of our renowned customer experience. Our goal is to enable customers to resolve any trouble they are having with their grinder or espresso machine, whether through remote troubleshooting or our repair service.

We are searching for someone to join our team who brings genuine empathy and care, someone who truly understands the frustration of not being able to brew your favorite cup of coffee. Prior experience with coffee appliances is not required. Our training program will equip you with the product knowledge and troubleshooting skills you need to provide outstanding support from day one.

PRIMARY RESPONSIBILITIES

Customer Support

• Provide exceptional support to customers by phone, chat, and email, assisting both end consumers and wholesale partners.

• Work collaboratively with teammates to respond to customer inquiries in a timely and professional manner.

• Serve as a knowledgeable and empathetic resource for customers troubleshooting issues with their Baratza or LELIT products.

• Process warranty replacements and accommodation orders through Salesforce.

Product Knowledge & Team Collaboration

• Develop and maintain a thorough understanding of all SCBU products, including Baratza grinders and LELIT machines.

• Build and maintain strong, professional relationships with other SCBU departments and teams.

• Communicate relevant customer feedback and observed trends to the Customer Support Manager.

• Participate in team training initiatives and contribute to a positive, collaborative team culture.

• Contribute to special projects as needed to support the team and improve the customer experience, including support content production, SOP development, and other initiatives.