Senior Customer Support Specialist

Reports to: Customer Experience Lead (Support + AM)
Location: Remote
Compensation: $50–55k

About the Role

Hampr is seeking a Senior Customer Support Specialist to deliver outstanding service to our customers, including escalated issues. This role is ideal for someone who enjoys solving problems, improving workflows, and contributing to product/service enhancements.

Who is hampr?

We are transforming the way residential and commercial clients manage laundry, providing an on-demand service powered by a marketplace of vetted washers. Our tech-enabled approach delivers high-touch service without the rigid contracts, minimums, or inventory headaches that typically burden businesses. With a focus on flexibility, quality, and care, we help our customers spend less time managing laundry and more time focusing on what they do best.

Responsibilities

• Handle customer tickets, including escalations and complex issues.
• Act as a subject-matter expert for the support team.
• Train new team members.
• Identify trends and provide feedback to improve processes, tools, and the product.
• Collaborate with Operations and Product teams to resolve systemic issues.
• Provide shift coverage: Tues–Sat or Sun–Thurs (one weekend day required).
  

Growth Path

Potential to grow into Lead/Supervisory Support Role or cross-functional CX projects as Hampr scales.

Requirements

• 2+ years of experience in customer support or client-facing operations.
• Strong written and verbal communication skills.
• Ability to handle complex issues with professionalism and empathy.
• Experience with support software (Intercom preferred).
• Process-oriented with attention to detail.
• Willingness to make judgement calls when needed.
• Problem solving in a fast paced environment. 
  

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Wellness Resources
• Work From Home
• Unlimited PTO
• Free laundry if your in a supported market