Newton Baby - Customer Care Representative

Newton Baby (A Resident Company)

At Newton Baby, we’re on a mission to help families rest easier — literally. We design safer, healthier, and better products for sleep and play, trusted by babies, kids, parents, and even pets. 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 during life’s most important moments.

Newton Baby operates as part of Resident, a fast-growing, profitable house of brands redefining comfort and quality across the home. While you’ll benefit from the scale, resources, and stability of a high-performing parent company, this role is fully embedded within the Newton Baby team — focused exclusively on growing and evolving the Newton brand.

This is a Remote position. To be considered for this role 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 goes beyond basic customer support and focuses on managing the post-purchase customer journey, including order monitoring, shipment tracking, issue resolution, cross-functional coordination, and proactive customer communication to ensure accurate and timely updates.

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. While this role requires strong problem-solving skills and sound judgment, decisions are made within established guidelines and processes.

Required availability Monday–Friday, 9:00 AM–6:00 PM EST, with additional flexibility as needed to support business demands and time-sensitive priorities.

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

If you reside in a state or location where pay transparency laws or regulations have been adopted please read the following: 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. [Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at People@residenthome.com

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

Resident is committed to a policy of equal employment opportunity, and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

Resident Home participates in E-Verify