Client Support & Relations Coordinator

About the Role

American Bath Factory is a leading provider in the home improvement and bathroom remodeling sector, delivering premium bath fixtures and solutions to homeowners and contractors across the U.S. We blend product innovation with customer-centric service to transform bathrooms into personalized, functional spaces. As we scale, we’re building a remote-first support team that ensures every client experience is seamless, responsive, and exceptional—no matter where they are.

Responsibilities

• Act as the primary point of contact for clients, managing inquiries via phone, email, and live chat to resolve issues and guide purchasing decisions.
• Coordinate with internal teams (sales, logistics, product) to track order status, manage returns, and escalate complex cases with clear documentation.
• Proactively follow up with clients post-purchase to ensure satisfaction, collect feedback, and identify upsell or retention opportunities.
• Maintain and update CRM records with accurate client interactions, preferences, and purchase history to support personalized service.
• Identify customer pain points and recommend process improvements to leadership to enhance response time and resolution quality.
• Represent company values in every interaction—delivering friendly, professional, and solution-driven support 24/7 across U.S. time zones.

Requirements

• CRM platforms (e.g., Salesforce, HubSpot, Zoho)
• Zendesk or Freshdesk
• Microsoft Office Suite (Excel, Outlook)
• Live chat tools (Intercom, Drift)
• Customer service documentation
• Conflict resolution
• Order management systems
• Remote collaboration tools (Slack, Teams)

Preferred Qualifications

• Home improvement or remodeling industry experience
• Knowledge of bath fixtures or plumbing products
• Upselling or retention campaign experience

Benefits

• 100% remote work with flexible hours—designed for work-life balance and productivity.
• Performance-based bonuses and career growth paths into client success or account management roles.
• Access to ongoing training, product demos, and a supportive, client-obsessed team culture.