Customer Experience Specialist

Location: US-based in the EST timezone

Languages Required: Fluent in English (essential)

Bonus Language: Spanish

Eligibility: Must have indefinite leave to remain and the right to work in the US

 

WHAT WE DO

Aura connects people around the world through a brilliant photo-sharing experience. Aura’s easy-to-use mobile app (iOS and Android) and beautifully designed WiFi-connected digital photo frames provide an effortless, private, and secure way to share photos with family and friends globally.

Since launching in 2016, Aura has experienced significant growth and recognition, including being named one of Oprah’s Favorite Things. Aura products are available across the US, Canada, UK, France, Mexico, and Germany via our website and major retailers.

WHO WE ARE

Founded by two early Twitter engineers, Aura began as a software company focused on connection and joy. Today, we deliver a seamless experience combining mobile and backend software with premium and beautiful consumer electronics.

We unlock the meaningful photos stored on smartphones and bring them to life. Innovation and technology drive everything we do, always with the goal of bringing families and friends closer together.

Our global team is based in NYC, San Francisco, Shenzhen, and remotely across the world.

THE ROLE: CUSTOMER EXPERIENCE SPECIALIST (CES)

As a Customer Experience Specialist, you will support customers via email, phone, and chat, delivering a high-quality, human-first experience, making them feel like family

You will handle a full range of customer queries in a solution-focused, customer-centric way, including:

• Pre-sales product inquiries
• Order support and tracking
• Explaining product features and usability
• App, frame, and WiFi troubleshooting
• Warranty support and returns

You will also work with your team members and other departments to represent the voice of our customers (VoC) and to continuously improve our processes and products. Collaborate with Product, Engineering, and Operations to improve customer experience and reduce friction points.

WHO WE ARE LOOKING FOR

Our customers are individuals with individual needs, not numbers or ‘support tickets’.

This role is ideal for someone who:

• Enjoys problem-solving and communicating with customers
• Treats customers as individuals, not tickets
• Thrives in a fast-paced, evolving startup environment
• Has a technical and analytical mindset
• Is motivated by customer satisfaction scores (CSAT performance)
• Is proactive in improving processes, tools, and documentation

You should be comfortable troubleshooting across apps, mobile devices, WiFi/router setups, and hardware products.

This is a hybrid US-based role, ideally with three days per week in our New York City office, working East Coast hours (9 am - 6 pm EST).

KEY REQUIREMENTS (ESSENTIAL SKILLS)

• Fluent in English(written & spoken)
• 1+ year customer support experience (email/chat/phone environment)
• Experience with Zendesk or similar CRM tools
• Strong communication and empathy skills
• Technical aptitude (iOS / Android apps, connectivity troubleshooting)
• High attention to detail and problem-solving ability
• Comfortable learning new tools, systems, and technologies quickly
• Flexibility to work 2–5 weekends during peak periods

BONUS SKILLS (DESIRABLE)

• Help center/knowledge base content creation (FAQs, guides)
• Translation, localization, or multilingual content workflows
• Experience using AI tools in customer support (automation, macros, chatbots)
• Order support and fulfillment experience

WHAT’S IN IT FOR YOU?

At Aura, we believe in creating a great work environment so you are set up to succeed in your job and do the best work of your career. We have offices in New York City and San Francisco. We offer the following benefits to all full-time Aura employees based in the U.S.:

• Compensation for this role will be in the $55,000 - $70,000 range
• Competitive compensation, including an employer-sponsored 401(k) — and we fully match the first 4% of contributions
• Comprehensive health plans: we pay up to 100% of the premium for employees and ~50% for families
• Generous stock option program, which begins vesting after 1 year at the company
• Flexible time off – you’re required to take off at least 10 days in addition to all company holidays
• A monthly fitness and wellness allowance of up to $150
• Lunch and snacks on us every day in our NYC and SF offices

 

FIRST DAYS IN YOUR ROLE

Your first 30 days:

• Complete onboarding and build basic product and process knowledge
• Have regular calls with your team to build strong relationships
• Begin handling customer scenarios alongside experienced CES team members

Your first 90 days:

• Master troubleshooting and Standard Operating Procedures (SOPs)
• Independently handle around 90% of customer contacts
• Meet CSAT targets
• Opportunity to already contribute to side projects such as help center optimization, localization, and AI-driven support
  
  

What’s next? 

• Push the boundaries, and make even more of a difference. 
• Use your skills and strengths to find your own responsibility or project.  
• Help shape the future of customer experience at Aura

Aura is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, or veteran status.

Aura Home Inc. All rights reserved, Aura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage people of different backgrounds, experiences, abilities, and perspectives to apply.

We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

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