Role Description We are seeking a detail-oriented and responsive Customer Service Email Rep to support our Comfrt Ambassador Program. This role is focused on delivering timely, clear, and helpful email support to ambassadors, addressing questions related to program participation, payouts, and general account or platform issues. The ideal candidate is an excellent written communicator with a strong background in email-based customer service and a commitment to providing a positive customer experience. - Respond promptly and professionally to inbound customer emails regarding the Comfrt Ambassador Program - Assist ambassadors with questions about payouts, commissions, and payment timelines - Troubleshoot and resolve account issues, technical concerns, or program-related inquiries - Maintain accurate records of customer interactions and resolutions - Escalate complex or unresolved issues to the appropriate internal teams when necessary - Ensure all communications reflect the brand voice and maintain a high standard of customer satisfaction - Stay up to date on program policies, updates, and processes to provide accurate information Qualifications - Proven experience in customer service, with a strong emphasis on email support - Excellent written communication skills with attention to tone, clarity, and detail - Ability to manage a high volume of emails while maintaining quality and response time standards - Strong problem-solving skills and the ability to think critically and independently - Comfortable working in a fast-paced, remote or digital environment - Availability to work weekends is required Requirements - Experience supporting ambassador, affiliate, or influencer programs - Familiarity with customer support tools (e.g., Zendesk, Gorgias, or similar platforms) - Basic understanding of e-commerce or payout systems Benefits - Be part of a purpose-driven company that’s shaping the future of comfort and mental wellness - Work in a supportive, creative environment where your ideas and growth are valued - Enjoy Comfrt benefits such as generous paid time off, company-covered health insurance, 5% 401k match, and discounts on all Comfrt products! - Join a passionate team making an impact on exciting projects, all while enjoying the flexibility and collaborative support of a fully remote environment

• Deliver exceptional customer service while proactively seeking solutions • Communicate with customers via multiple channels (phone, chats, emails) • Evaluate and interpret policy information within prescribed authority limits • Document customer interactions and outcomes thoroughly in the system • Recognize opportunities for process improvement and makes recommendations to leadership

• Answer and manage inbound leads from online forms via phone calls • Qualify prospects and schedule service appointments • Accurately input customer information and job details into Homebase 360 CRM • Guide customers through service options and upsell recurring plans (monthly, quarterly, biannual, triannual) • Follow up with existing customers when inbound volume is low • Close sales and collect payment information • Maintain a high level of responsiveness and professionalism across all interactions

• Responsible for timely and accurate order validation of $1 billion dollars of sales revenue/year ensuring understanding of service expectations to unique and varying customer requirements. • Manage order modifications in alignment with customer requests while mitigating negative service impact and dollarized fine risk where applicable. • Respond to customer inquiries including order status, inventory availability, product information, order discrepancies (claims/returns), account status, pricing and sales programs • Manage and assess customer-related problems or issues and develop and implement appropriate resolution in all interactions via phone, email and fax while meeting customer experience communications standards • Use critical thinking skills to create the best outcome for each customer and Master Lock • Work effectively and collaboratively with cross-functional departments, including but not limited to Pricing, Sales Administration, Transportation, Finance, Quality, Marketing and the field Sales Force • Ensure a thorough understanding of current technology to promptly respond to customer requests, including but not limited to Delivery Ware, Team-Email, Customer Web-sites, and Electronic Data Interchange (EDI) • Perform other duties as assigned