Warranty & Sales Support Specialist (CPAP)

Working Hours & Conditions : Monday to Friday 8:00 AM - 5:00 PM AEST

OVERVIEW

We are seeking a detail-oriented, proactive Warranty Sales Support to join our growing e-commerce team. In this role, you will initially take full ownership of our post-sale support operations, specifically managing warranty claims and 30-day exchanges.

This is not a generic Virtual Assistant role. We are looking for a specialist who can master a niche, medical-adjacent product category (Sleep Apnea & CPAP equipment). For the right candidate who demonstrates confidence, accuracy, and deep product knowledge, this role has excellent growth potential to expand into high-value sales-related support.

RESPONSIBILITIES

• Post-Sale Operations & Admin (Primary Focus)
• End-to-End Warranty Management: Take full ownership of the warranty claims process, from initial customer intake to resolution and tracking.
• Returns & Exchanges: Accurately process 30-day customer exchanges and returns, ensuring a seamless experience for the customer while protecting company policies.
• System Navigation: Work efficiently within our internal e-commerce systems and platforms from your remote home office.
• Workflow Adaptation: Help us adopt and refine a brand-new CRM and ticketing workflow currently being built over the next few weeks.
• Future Growth & Sales Support (Upside Potential)
• Product Expertise: Deep-dive into the sleep apnea and CPAP product category to understand technical specifications and customer pain points.
• Sales Assistance: Once fully confident in the product niche, assist with product-informed sales activities, inbound inquiries, and customer upsells.

What Success Looks Like

• Process Ownership: You successfully take repetitive, process-driven administrative work off the core team’s plate, executing it with minimal supervision.
• Accuracy & Empathy: You manage sensitive customer issues tied to warranties and medical-adjacent equipment with high accuracy and a supportive tone.
• Niche Mastery: You quickly get up to speed on the complexities of CPAP and sleep apnea products, proving you can handle specialized customer conversations.

QUALIFICATIONS

• Experience: 2+ years of experience in specialized E-commerce Customer Support, Operations, or Technical Support. (Experience in medical, health, or wellness niches is a major plus).
• Tech Savvy: Comfortable learning new tools quickly; experience with modern CRMs, helpdesks (e.g., Zendesk, Gorgias), and e-commerce platforms.
• Adaptability: Comfortable working in a growing business environment where workflows and systems are being actively built and optimized.
• Communication: Exceptional written and verbal English communication skills, with the ability to discuss technical/medical-adjacent products confidently.
• Work Environment: Reliable high-speed internet connection, a quiet home office setup, and a dedicated workspace.