Customer Success Associate - Technical

Starfire Direct, a subsidiary of Outova, is seeking a dependable and motivated Hearth and Patio Customer Success Associate to join our team. In this role, you’ll serve as a key point of contact for customers, providing exceptional support across phone, email, chat, and text. This position is ideal for someone who is customer-focused, eager to learn, and excited about contributing to a dynamic, fast-paced environment within the hearth and patio industry.

Join Outova – Shaping the Future of Outdoor Living

One of our key businesses, Starfire Direct, is seeking a talented Hearth and Patio Customer Success Associate to join our team in San Diego, California.

Position Overview:

The Hearth and Patio Customer Service Associate is a key customer-facing role responsible for delivering exceptional support, and product expertise across the hearth and outdoor living categories. Leveraging your industry experience, you will assist customers via phone, email, chat, and text—providing knowledgeable recommendations, troubleshooting product questions, and ensuring every interaction reflects Starfire Direct’s commitment to quality and care. This role is well-suited for an experienced customer service professional who excels in communication, thrives in a fast-paced environment, and brings a strong understanding of hearth products, installation considerations, and customer needs.

Key Responsibilities:

• Provide professional, empathetic support across inbound and outbound calls, live chat, email, and text channels.
• Serve as a subject matter expert for gas appliances, fire pits, ignition systems, outdoor heating solutions, and related hearth products.
• Guide customers through product selection based on technical requirements, functionality, aesthetics, budget, and safety guidelines.
• Support the operations team with accurate order entry, logistics coordination, shipment tracking, and post-purchase follow-up.
• Assist the sales team through tailored product recommendations, detailed quotes, and warranty or troubleshooting support.
• Build and maintain strong customer relationships to encourage repeat business and long-term loyalty.
• Participate in ongoing training to stay current on industry standards, product updates, and best practices

Qualifications:

• Proven experience in customer service, preferably within the hearth or outdoor living industry.
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously.
• Proficiency with CRM platforms, online communication tools, and general technology workflows.
• Self-driven, solutions-oriented, and passionate about helping customers find the right products.
• Familiarity with gas appliances, fire features, ignition systems, ventilation, and code-compliant installation practices.
• Highly Valued but not required to have NFI certifications (Hearth Design Specialist, Gas Specialist).

Key Competencies:

• Expert-level customer service and communication
• Technical aptitude and product knowledge within the hearth category
• Strong computer literacy, including Microsoft Office and CRM tools
• Ability to prioritize effectively in a multitasking environment
• Organized, dependable, and committed to delivering an exceptional customer experience

Physical Activities:

Daily activity includes but is not limited to:

• Lifting, carrying, sitting, grasping, reaching, standing, kneeling, walking, bending, twisting.
• Prolonged periods sitting at a desk and working on a computer.
• Reading, communication, math.
• Be able to occasionally lift/move up to 25lbs.
• Frequent use of standard office equipment such as computers, headsets, phones
• Ability to speak clearly and actively listen during extended phone and video calls.
• Reliable internet and workspace for remote and field-based work.

Compensation and Benefits:

• Hourly: Competitive hourly pay (non-exempt) commensurate with experience.
• Incentives: Performance-based bonus structure
• Benefits: Comprehensive benefits package, including health insurance, retirement savings plans, and paid time off.
• Work Environment: Onsite with possible transition to Hybrid.

Outova and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. The company strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.