Newton Baby - Customer Care Representative
Resident · United States
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- Hybrid
- Full-time
- $38,500 / year
- United States
Job highlights
- Manage post-purchase customer journey.
- Resolve customer order and shipping issues.
- Proactively communicate order status updates.
- Collaborate with operations and logistics.
- Improve customer workflows and documentation.
About the role
Newton Baby - Customer Care Representative
At Newton Baby, we’re on a mission to help families rest easier. We design safer, healthier, and better products for sleep and play. Our award-winning mattresses and sleep accessories are thoughtfully engineered with breathability, comfort, and peace of mind at the core, making Newton a brand families rely on.
Newton Baby operates as part of Resident, a fast-growing, profitable house of brands redefining comfort and quality across the home. You’ll benefit from the scale, resources, and stability of a high-performing parent company, while this role is fully embedded within the Newton Baby team — focused exclusively on growing and evolving the Newton brand.
This is a Remote position. Candidates must reside and be authorized to work in the United States.
About The Role
Newton Baby is seeking a skilled Customer Care Representative to support and enhance the exceptional customer experience that defines our brand. This role focuses on managing the post-purchase customer journey, including order monitoring, shipment tracking, issue resolution, cross-functional coordination, and proactive customer communication.
You will work closely with Operations, Logistics, and Customer Experience teams to resolve customer issues, support smooth order fulfillment, and help identify opportunities to improve workflows and communication. Decisions are made within established guidelines and processes.
Required availability Monday–Friday, 9:00 AM–6:00 PM EST, with additional flexibility as needed.
What You’ll Be Doing
Customer Experience & Issue Resolution
- Serve as a primary point of contact for customer inquiries, including more complex or escalated issues, across phone, chat, SMS, and email channels.
- Resolve customer concerns related to orders, shipping, and products by applying established policies and procedures.
- Provide proactive outreach to customers regarding order status, shipping delays, backorders, or delivery exceptions, using clear and empathetic communication.
- Escalate issues appropriately when needed to ensure timely and accurate resolution.
Order & Logistics Support
- Monitor and track customer orders from purchase through delivery to ensure accuracy and timely fulfillment.
- Partner with Operations and Logistics teams to help investigate fulfillment errors, carrier delays, or order discrepancies.
- Identify recurring order or shipping issues and share observations with the broader team to support continuous improvement.
- Assist in ensuring high-priority customer orders are addressed promptly and effectively.
Workflow Ownership & Documentation
- Support ticket triage and prioritization to help meet service-level goals and response-time expectations.
- Contribute to the development and maintenance of internal documentation, FAQs, and knowledge base resources.
- Track customer communication trends and flag recurring issues or themes to Customer Experience leadership.
- Collaborate cross-functionally when issues require coordination across teams.
Team Collaboration & Continuous Improvement
- Actively participate in team meetings, discussions, and knowledge-sharing sessions.
- Contribute positively to team culture by collaborating with peers, sharing insights, and supporting collective goals.
- Work independently on assigned responsibilities while remaining engaged, communicative, and responsive as part of a distributed team.
- Share feedback and suggestions to help improve customer workflows, tools, and communication practices.
Skills & Qualifications
- 2+ years of experience in customer experience, customer support, customer operations, or a related role.
- Strong problem-solving skills with the ability to follow established guidelines and determine appropriate next steps.
- Experience with CRM and ticketing platforms; Zendesk preferred.
- Familiarity with order management or fulfillment workflows in an eCommerce environment is strongly preferred.
- Proficiency in Excel or Google Sheets, including filters, basic formulas, pivot tables, and simple data analysis.
- Excellent written and verbal communication skills, with the ability to adapt tone and messaging to different customer situations.
- Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.
- Experience with NetSuite or similar order-management systems is a plus.
- Familiarity with Monday.com or similar work management platforms is helpful but not required.
- Comfortable working in a fully remote environment with a dedicated and professional workspace.
- Self-motivated, dependable, and able to structure your day while remaining accountable to team goals and schedules.
What We Offer
- Unlimited Vacation
- Health, Dental, Vision, and Pet Insurance
- 401(k)
- 24/7 Employee Assistance Program
- Paid Parental Leave
- Generous Employee Discounts on products
The salary for this position is $37,000-$40,500.00. This is a salaried, base-pay position. There are no commissions or variable compensation tied to this role. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary.
While this role at Resident is remote, if hired, please note that Resident employees are expected to first notify the People Operations Team (HR) if they plan to move from the state in which they were hired. Additionally, from time to time, the Company may organize in-person meetings, trainings, team events, or other off-site gatherings that are important to business operations and team alignment. Attendance at these events is considered an essential function of the role, and Resident employees are expected to participate and travel as-needed. The Company will provide advance notice of such events and will cover approved, reasonable business travel expenses in accordance with Company policy.
Resident is a privately held US-based Company with remote employees in the US and the UK, and an office in Tel Aviv, Israel. Learn more at: https://www.residenthome.com
Key skills/competency
- Customer Service
- Customer Support
- Order Management
- Logistics
- Issue Resolution
- Communication Skills
- Problem-Solving
- CRM Platforms
- eCommerce
- Team Collaboration
Skills & topics
- Customer Care Representative
- Customer Service
- Customer Support
- Order Management
- Logistics Support
- Issue Resolution
- Communication
- Problem-Solving
- CRM
- eCommerce
How to get hired
- Tailor your resume: Highlight customer service, order management, and CRM experience relevant to Newton Baby.
- Craft a compelling cover letter: Express your passion for customer experience and the Newton Baby brand.
- Prepare for behavioral questions: Showcase your problem-solving and communication skills with specific examples.
- Research Resident culture: Understand their mission and values to align your application with their ethos.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the salary range for the Customer Care Representative role at Newton Baby?
- The salary range for the Customer Care Representative position at Newton Baby is $37,000 to $40,500.00 annually. This is a salaried, base-pay position with no commissions or variable compensation. The final offer will consider factors like your background, skills, experience, and geographic location.
- Is the Customer Care Representative role at Newton Baby remote?
- Yes, the Customer Care Representative role at Newton Baby is a fully remote position. Candidates must reside and be authorized to work in the United States.
- What are the required working hours for the Customer Care Representative position?
- Required availability for the Customer Care Representative is Monday through Friday, from 9:00 AM to 6:00 PM EST. Flexibility may be needed to support business demands and time-sensitive priorities.
- What experience is required for the Customer Care Representative role?
- The role requires at least 2 years of experience in customer experience, customer support, or customer operations. Familiarity with CRM and ticketing platforms (like Zendesk), order management, and eCommerce workflows is also preferred.
- What software or tools are important for this Customer Care Representative role?
- Experience with CRM and ticketing platforms like Zendesk is preferred. Proficiency in Excel or Google Sheets for data analysis is required. Familiarity with order management systems like NetSuite or work management platforms like Monday.com is a plus.
- What are the main responsibilities of a Customer Care Representative at Newton Baby?
- The main responsibilities include serving as a point of contact for customer inquiries, resolving issues related to orders and shipping, proactively communicating updates, monitoring order fulfillment, and collaborating with internal teams to improve customer experience.
- What benefits does Newton Baby offer its employees?
- Newton Baby offers a comprehensive benefits package including unlimited vacation, health, dental, vision, and pet insurance, a 401(k) plan, a 24/7 employee assistance program, paid parental leave, and generous employee discounts on products.
- Does Newton Baby (A Resident Company) require travel for remote employees?