Job description
About Us
SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market, and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 3,600+ associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.
Customer Service Associate - initial 6 month fixed term
Leeds / Hybrid
Our purpose is to positively impact people’s lives every day, in every home around the world. We work hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people with great ideas who want to build the next big thing—and grow while they do.
As a Customer Service Associate, you will act as an ambassador for SharkNinja by promoting the brand and building loyalty through interactions rooted in unreasonable hospitality. You will play a key role in solving customer concerns, taking calls, and supporting the day-to-day operations of the CX team. You will answer customer calls, respond to emails, troubleshoot issues, and deliver 5-star service across every interaction. You will identify customer needs, recommend the right SharkNinja products, and help create exceptional product experiences that strengthen customer loyalty.
Responsibilities
Respond to consumer complaints and escalations with urgency, professionalism, and empathy.
Deliver outstanding support by listening attentively, clarifying needs, and resolving concerns promptly.
Meet or exceed Key Performance Indicators (KPIs) related to service quality, accuracy, and customer satisfaction.
Use decision-support tools, resources, and product knowledge to resolve non-standard or complex customer issues.
Build rapport with customers through active listening and personalized recommendations.
Maintain up-to-date knowledge of SharkNinja products, services, features, and new product launches.
Participate in activities that improve customer satisfaction and overall team performance.
Document, track, and retrieve information using customer service systems and call-tracking tools.
Requirements
Previous experience in customer service, call centers, hospitality, retail, or other service-oriented environments.
Excellent verbal and written communication skills.
Strong problem-solving ability and comfort using a variety of resources to find answers.
Demonstrated experience actively listening and empathizing with customer concerns.
Ability to research, learn products quickly, and stay current on new product launches.
Strong team player with a collaborative mindset.
Solution-oriented approach to communication (e.g., “Your product will be available next month—I can place that order for you now,” vs. “It’s backordered until next month”).
High emotional intelligence with the ability to stay calm, composed, and customer-focused during challenging interactions.
As we operate across multiple regions, additional European language skills would be a huge benefit
#LI-HYBRID
Our Culture
At SharkNinja, we don’t just raise the bar—we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you’ll be right at home.
What We Offer
We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what’s possible. When you join, you’re not just part of a company—you’re part of an outrageously extraordinary community. Together, we won’t just launch products— we’ll disrupt entire markets.
At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja’s innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.
Learn more about us:
Life At SharkNinja
Outrageously Extraordinary
SharkNinja Candidate Privacy Notice
For candidates based in all regions, please refer to this Candidate Privacy Notice.
For candidates based in China, please refer to this Candidate Privacy Notice.
For candidates based in Vietnam, please refer to this Candidate Privacy Notice.
We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at [email protected]
