Senior Support Representative, Tier 2

Williams-Sonoma is hiring a Senior Support Representative, Tier 2 to join our fully remote team in the United States. As a Senior Support Representative, Tier 2, you'll help customers succeed and resolve issues with empathy. This is a full-time, work-from-home role open to candidates across the US (Remote — US (CST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Document solutions and improve help content • Escalate bugs and feedback to product teams • Troubleshoot and resolve product issues • Respond to customer questions via chat, email, and tickets • Maintain high customer satisfaction scores What we offer: • Generous paid time off and company holidays • Comprehensive medical, dental, and vision coverage • Paid parental leave • Flexible working hours across US time zones • 401(k) retirement plan with company match How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Williams-Sonoma is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Excellent written and verbal communication • Ability to learn products quickly • Empathy and patience • Comfort with support tools (Zendesk, Intercom) Nice to have: • A growth mindset and eagerness to keep learning • Familiarity with modern collaboration tools (Slack, Notion, Linear)