Customer Support Specialist (Remote, Melbourne)

About Nova Saunas

Nova Saunas helps Australians bring the benefits of sauna into their homes. We’re a growing direct-to-consumer brand, and our customers make a big investment when they choose us. We want their experience with our team to match the quality they expect from the product, from the first question before purchase to years of use after it.

The role

We’re looking for a Customer Support Specialist to be the voice of Nova for our customers. You’ll handle enquiries across email, chat and phone, guide customers through delivery, installation and product questions, and manage warranty and troubleshooting cases from start to finish. This is a remote role for someone based in Melbourne, working closely with our operations and leadership team.

What you’ll do

- Respond to customer enquiries by email, chat, phone and social channels with accuracy, warmth and urgency
- Help prospective customers choose the right sauna by answering questions on models, sizing, electrical requirements and installation
- Keep customers informed on order status, shipping and delivery timelines, and coordinate with freight and logistics partners when issues arise
- Troubleshoot product issues with customers, gathering photos, videos and details to diagnose problems quickly
- Manage warranty claims end to end,



including documentation, replacement parts, and follow-up until the case is resolved
- Handle escalations and difficult conversations with empathy and professionalism
- Log every interaction clearly in our helpdesk so nothing falls through the cracks
- Spot recurring issues and share feedback with the team to improve our products, processes and help content
- Contribute to FAQs, macros and internal documentation

What we’re looking for

- 2+ years of customer support experience, ideally in e-commerce, DTC or a high-value consumer product
- Excellent written and verbal communication skills
- A calm, solution-focused approach, especially with frustrated customers
- Robust organisation skills and the ability to manage multiple open cases at once
- Comfort with helpdesk platforms (such as Gorgias, Zendesk or Richpanel) and Shopify
- Some technical aptitude: you’re comfortable walking a customer through a fix or reading a product manual
- Self-motivated and reliable when working remotely
- Based in Melbourne, with the right to work in Australia

Nice to have

- Experience with warranty, returns or claims processes
- Background with large or freighted products (furniture, spas, fitness equipment, appliances)
- Interest in health, wellness or recovery

📌 Customer Support Specialist (Australia)
🏢 CarnelianCX
📍 Australia