Customer Experience Agent - US Night Shift

About Rest:

At Rest, we're redefining what comfort means through continuous innovation in form, material, and technology. We believe quality sleep is essential for overall well-being, and we're here to help people get the restful nights they deserve. Our mission is simple: Ensure Everyone Gets a Good Rest. Joining our team means becoming part of a company that pushes boundaries and leads with purpose. You'll be part of a collaborative and dynamic environment that fosters creativity and challenges the status quo. If you're looking for a place where your ideas will have a direct impact on both customer experience and business growth, you've found it.

Why You'll Love It Here:

At Rest, innovation isn't just a buzzword — it's at the core of everything we do. Our fully remote team works collaboratively, embracing innovation and providing the support and tools to help you succeed. If you're ready to make your mark in the sleep industry, we want you to be part of our journey.

About the Role:

We're looking for enthusiastic, customer-obsessed Customer Experience Agents to join our US team on the night shift. You'll be the friendly and knowledgeable voice behind Rest — supporting customers through every step of their journey, from product discovery to post-purchase care, across email , live chat, and phone.

This is a hands-on role on a small, high-ownership team. You won't be "just another agent" in a large call center: our CX team works in focused pods, sits close to operations and product, and our agents' feedback directly shapes our policies, macros, and playbooks.

It's also a role where AI is part of the job. A large share of our customer conversations are now assisted by AI, and our agents are the ones who supervise it — reviewing and improving AI-drafted replies, catching where automation gets it wrong, and flagging the gaps worth automating next. You don't need a technical background, but curiosity about AI tools will take you far here.

Schedule:

• 6 days per week, night shift
• 5 shifts × 7 hours on shift, each including a 30-minute unpaid break — 6.5 paid hours per shift
• 1 shift × 5 paid hours
• 37.5 paid hours per week total
• Shift pattern and rest day are set with your manager; some flexibility is expected around peak periods, launches, and holiday season

What You'll Be Doing:

• Maintain a positive, empathetic, and professional tone in every customer interaction
• Handle a high volume of email , live chat, and phone contacts — product and sizing questions, order changes and cancellations, shipping and delivery updates, returns, exchanges, and warranty claims
• Share overnight coverage with the rest of the night-shift team — keep response times and queue health steady, pick up where teammates leave off, and hand over cleanly at shift change
• Handle complaints with care, de-escalate calmly, and propose the right solution efficiently within policy
• Become a genuine product expert on our full bedding range so you can answer any question with confidence
• Work alongside our AI support tools — review, edit, and approve AI-generated responses; correct and improve saved replies and knowledge-base content; escalate cases where automation is giving customers the wrong answer
• Keep customer records, tags, and case notes accurate and complete in Zowie (our helpdesk/CRM), and log returns and claims correctly in our internal trackers
• Collaborate with operations, fulfillment, returns, and product teams to resolve escalations
• Work seamlessly with a global team across several time zones, using async updates and clear written handovers
• Follow established SOPs, and escalate to the CX Lead or Manager when a case calls for it
• Contribute to continuous improvement of our processes, macros, FAQs, and CX tooling
• Other job duties related to the role as required

Who You Are:

• Available for the night shift, 6 days a week, on the schedule above — this is a firm requirement, not a preference
• Excellent written and verbal English communication skills; you can simplify detailed or technical information without sounding scripted
• Previous experience in customer service, phone support, or sales is ideal
• Comfortable on the phone: patient, warm, and able to hold your ground professionally in a difficult call
• Highly organized, with strong attention to detail and the judgment to prioritize when the queue is full
• Calm under pressure and adaptable in a fast-changing environment
• A proactive self-starter who brings solutions, not just problems, and a good teammate who communicates openly with the others on shift
• Tech-savvy and quick to pick up remote tools (helpdesk/CRM, chat, phone, ecommerce admin)
• Reliable high-speed internet connection, a quiet workspace, and a personal workstation with a headset

Bonus — AI knowledge is a plus:

• Hands-on experience with AI assistants (ChatGPT, Claude, or similar) in a work setting
• Experience working with an AI-assisted helpdesk or chatbot
• Comfort writing clear prompts and instructions, and a good eye for when an AI answer is confidently wrong
• Interest in helping design what gets automated next, rather than just working around it
• Passion for sleep, wellness, and helping people live better

What We Offer:

• A fast-paced, collaborative environment that fosters innovation
• The opportunity to have a direct impact on how we serve customers and how our CX function grows
• Work-from-anywhere flexibility — our fully remote workforce empowers you to create a workspace that suits your lifestyle
• A front-row seat to how AI is reshaping customer experience, and real input into how we use it
• Continuous learning and career development opportunities
• A team that values diversity, inclusion, and different perspectives
• A supportive environment that encourages personal growth and well-being

Diversity, Equity, and Inclusion (DEI):

At Rest, we believe diversity drives innovation and creates better products and experiences. Our mission to ensure everyone gets a good rest extends beyond our products — it shapes our culture. We are committed to fostering an inclusive workplace where every team member feels valued, supported, and empowered. We actively celebrate diverse perspectives, backgrounds, and experiences, and we encourage applications from people of all communities.
We don't just accept diversity — we celebrate it. We strive to build a company where everyone feels a sense of belonging and has the opportunity to thrive.