Owlet (NYSE: OWLT) is redefining modern parenting with products that bring genuine peace of mind to millions of families worldwide. We obsess over meaningful innovation, because when parents sleep better, everyone does. Join a team that builds things that actually matter.
Position Summary:
Our Customer Service team acts as the voice of the parent — the critical link between our users and our Product, Engineering, and Platform teams. We are seeking a strategic, AI-first specialist who is analytically minded and thrives on turning data into action.
In this role, you will leverage AI tools and customer data to identify trends, manage follow-up activities, support action plans, and maintain SOPs across a broad range of customer and operational needs. By helping ensure issues are resolved efficiently and contributing to communication and collaboration across teams, you will play a key role in making sure nothing falls through the cracks.
Key Responsibilities:
- AI-Driven Root Cause Analysis:
- Leverage Zendesk analytics and other AI-driven platforms to track and report on key metrics, including ticket volume, contact drivers, and bot performance trends.
- Perform in-depth ticket research to pinpoint systemic technical issues, providing Engineering with documented evidence to prioritize bug fixes and feature updates.
- Strategic Internal Partnering:
- Partner with Product, Engineering, and Platform leads to advocate for customer needs based on support trends and friction points.
- Translate raw customer feedback into data-backed recommendations that directly inform technical roadmaps and product decisions.
- Review Monitoring and Analysis:
- Monitor customer reviews consistently across major platforms and channels (app stores, retail sites, social), flagging trends and surfacing key themes to internal stakeholders.
- Assist in the research, tagging, and analysis of review data to identify recurring product, UX, or support issues that warrant action.
- International Support:
- Coordinate responses to distributor and internal Owlet stakeholders, ensuring timely and consistent communication across international partners.
- Work cross-functionally to support ongoing efforts to enhance the experience for Owlet parents across international markets.
- Process and Knowledge Improvement:
- Maintain a strong working knowledge of the Owlet ecosystem (Dream Sock, Cam, Dream App) to serve as a technical resource for the broader team.
- Collaborate with Customer Service Managers to audit, refine, and maintain internal troubleshooting guides and public-facing help articles for accuracy and clarity.
Requirements
- 3+ years in a customer support role, preferably in a technical, hardware, or cloud-based environment.
- Strong analytical skills with the ability to use data to diagnose root causes, propose solutions, and drive process improvements.
- Proven ability to manage multiple projects and priorities from initiation to delivery.
- Exceptional written and verbal communication skills, with experience distilling complex issues for diverse audiences and cross-functional teams.
- Thrives in a fast-paced, dynamic environment and adapts easily to shifting priorities as business needs evolve.
- Genuine passion for technology and a connection to Owlet's mission of empowering parents and ensuring infant safety.
Preferred Qualifications:
- Proficiency with CRM software, particularly Zendesk
- Experience using AI tools professionally, with a desire to deepen that skillset
- Familiarity with Owlet products, the early childhood tech landscape, or global customer service frameworks
Benefits
Compensation: $35-$45 hourly wage
Perks:
- Fully remote opportunity
- Flex time scheduling
Skills Required
- 3+ years in a customer support role, preferably in a technical, hardware, or cloud-based environment.
- Strong analytical skills to diagnose root causes, propose solutions, and drive process improvements using data.
- Proven ability to manage multiple projects and priorities from initiation to delivery.
- Exceptional written and verbal communication skills, with experience distilling complex issues for diverse audiences and cross-functional teams.
- Ability to thrive in a fast-paced, dynamic environment and adapt to shifting priorities.
- Genuine passion for technology and alignment with Owlet's mission of empowering parents and ensuring infant safety.
- Proficiency with CRM software, particularly Zendesk.
- Experience using AI tools professionally, with a desire to deepen that skillset.
- Familiarity with Owlet products, the early childhood tech landscape, or global customer service frameworks.
What We Do
Monitor What Matters Most. Track your baby's heart rate, oxygen levels and sleep — all while streaming live video.
