Customer Success Specialist

Our Company

Vuly is an Australian owned outdoor play company that provides fun, safe, and healthy play for all. Pioneering the outdoor play industry with their creative and innovative product ranges, Vuly is a company like no other. We are expanding our operations internationally in the US market, right here at our US HQ in Marina Del Rey.

Vuly has had a presence in the US over the last decade and now we are ready to take it to the next level! This is your opportunity to be part of the expansion story of one of the world’s most successful outdoor play companies which supports and values attitude over experience.

The Role

We are seeking a Customer Experience Specialist to handle escalations, while also improving the overall experience for our US & Canadian customer base. You’ll work closely with our service team in Kuala Lumpur, our installation partners, and our teams in Australia and the US to fix problems for customers and to fix the causes behind them.

You will report directly to the US Operations Manager and receive personal training from our US based team.

Primary responsibilities

Customer Escalations

• Own customer escalations end to end, including phone, email and voicemail, keeping the Kuala Lumpur service team informed and being their point of contact for managers
• Review the daily US/Canada feedback summary and keep the escalations tracker current
• Respond to and track formal complaints
• Handle warranty, return and troubleshooting cases that reach you, and send the right issues to Accounts, Systems or Product Teams
• Order spare parts for out-of-stock items

Installer escalations

• Be the customer side of our installer partners, including creator installs
• Present the top escalations at installer meetings to drive fixes

Refunds, disputes and risk

• Process the weekly refund report and request additional details for refunds on payments over 120 days old
• Flag large refunds to Sales for win-back offers
• Respond to chargebacks and disputes, and carry out fraud verification
• Flag injury and legal issues to our legal team per guidelines, and log them in the injury register

Quality and systems

• Run promo previews and site checks, flagging issues to Ops for the dev queue
• Keep customer templates in POS and Zendesk up to date
• Roll out process changes to the Kuala Lumpur service team, and keep training guides and the CX Hub current, including product knowledge ahead of launches
• Send a weekly voice-of-customer summary of trends and repeat issues, and support CX projects

Qualifications

Required

• 1+ year of customer service experience, including regular phone work with upset customers (retail, hospitality or call-center experience counts)
• Experience with a help desk tool such as Zendesk, or similar
• Strong customer service skills and the patience to handle frustrated customers calmly
• Clear written and verbal communication
• Organized, with good follow-through on a lot of open cases
• Analytical enough to spot trends and repeat issues
• Good judgment about when to resolve a case and when to escalate it
• Comfortable working with teams in Australia and Malaysia

Nice to have

• Experience with warranty, returns or product troubleshooting
• Familiarity with Notion or building knowledge base articles

Why Join Us

• Bonus potential of up to US$10,000
• Help build our US HQ in Marina Del Rey as we grow
• Real impact: fix problems at the root and shape how we serve customers
• Personal training from our US team
• Work with a global team across Australia, Malaysia and the US
• We value attitude over experience and back our people to grow

Vuly Play is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of any protected characteristic.

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Vision insurance

Application Question(s):

• What are your salary expectations?
• Do you require any visa sponsorship?

Work Location

In person