Customer Service Associate

Customer Service Associate - minimum 6 month contract

Leeds / Hybrid 

Our purpose is to positively impact people’s lives every day, in every home around the world. We work hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people with great ideas who want to build the next big thing—and grow while they do. 

As a Customer Service Associate, you will act as an ambassador for SharkNinja by promoting the brand and building loyalty through interactions rooted in unreasonable hospitality. You will play a key role in solving customer concerns, taking calls, and supporting the day-to-day operations of the CX team. You will answer customer calls, respond to emails, troubleshoot issues, and deliver 5-star service across every interaction. You will identify customer needs, recommend the right SharkNinja products, and help create exceptional product experiences that strengthen customer loyalty. 

Responsibilities 

• Respond to consumer complaints and escalations with urgency, professionalism, and empathy. 

• Deliver outstanding support by listening attentively, clarifying needs, and resolving concerns promptly. 

• Meet or exceed Key Performance Indicators (KPIs) related to service quality, accuracy, and customer satisfaction. 

• Use decision-support tools, resources, and product knowledge to resolve non-standard or complex customer issues. 

• Build rapport with customers through active listening and personalized recommendations. 

• Maintain up-to-date knowledge of SharkNinja products, services, features, and new product launches. 

• Participate in activities that improve customer satisfaction and overall team performance. 

• Document, track, and retrieve information using customer service systems and call-tracking tools. 

Requirements 

• Previous experience in customer service, call centers, hospitality, retail, or other service-oriented environments. 

• Excellent verbal and written communication skills. 

• Strong problem-solving ability and comfort using a variety of resources to find answers. 

• Demonstrated experience actively listening and empathizing with customer concerns. 

• Ability to research, learn products quickly, and stay current on new product launches. 

• Strong team player with a collaborative mindset. 

• Solution-oriented approach to communication (e.g., “Your product will be available next month—I can place that order for you now,” vs. “It’s backordered until next month”). 

• High emotional intelligence with the ability to stay calm, composed, and customer-focused during challenging interactions. 

• As we operate across multiple regions, additional European language skills would be a huge benefit  

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