Job Description

💚 Customer Support Officer – Remote

Ready to put your CPAP knowledge to work in a whole new way?

At CPAP Direct, we’re all about helping people feel informed, confident and supported throughout their sleep therapy journey and we’re excited to offer an internal opportunity for a team member to join our Customer Support team! 😊

If you know your CPAP, love helping people and enjoy finding solutions, this could be a great opportunity to take your experience in a new direction.

🌟 About the Role

As a Customer Support Officer, you’ll be a key point of contact for our store and online customers, helping them with everything from CPAP questions and product guidance to orders, troubleshooting and follow-ups.

You’ll be there to make things a little easier for our customers and help them feel confident every step of the way.

Your day may include:

• Providing CPAP product guidance and troubleshooting support
• Helping customers choose suitable products
• Assisting with store and online orders
• Processing orders and over-the-phone payments
• Responding to delivery and collection enquiries
• Assisting with order changes, returns, refunds and warranty enquiries
• Following up enquiries and keeping customers informed
• Supporting our stores with customer enquiries and overflow calls
• Working with our stores, Warehouse and internal teams to find the best outcome for the customer

You’ll connect with customers through:

📞 Phone | 📧 Email | 💬 Live Chat | 💻 Virtual Support

At the heart of it, we want every customer to finish an interaction feeling:

Heard. Understood. Supported. Confident. 💚

💤 CPAP Knowledge Is Key

This is an internal opportunity, so we’re looking for someone who already has a strong understanding of CPAP therapy, our products and the customer journey.

You’ll also need to feel confident using our current Point of Sale system and following CPAP Direct’s existing processes.

Don’t worry if you haven’t worked in Customer Support before or haven’t used every online system — we’ll provide the training and support you need to get you up to speed. 😊

🌟 About You

We’re looking for someone who:

• Has strong CPAP experience and product knowledge
• Is confident using our current systems and processes
• Has a warm, patient and empathetic communication style
• Genuinely enjoys helping people
• Takes the time to listen and understand customer needs
• Communicates clearly and confidently
• Has great attention to detail
• Stays calm and solutions-focused when things get tricky
• Can juggle multiple priorities and stay organised
• Works well independently and as part of the wider team
• Is open to feedback, coaching and learning new things

💚 What Does Great Customer Support Look Like?

It’s more than simply answering a question or processing an order.

It’s about taking ownership, following things through and making the customer’s experience as easy as possible.

You’ll help make sure customers receive a consistent experience, accurate information and the support they need — while working within our policies and processes.

🚀 A New Opportunity to Grow

This could be a fantastic opportunity for an existing CPAP Direct team member who enjoys helping people and would love to put their CPAP knowledge and experience to work in a different way.

You’ll have the opportunity to build your remote customer support skills, learn new systems and processes, and continue making a meaningful difference to our customers — just from a different side of the business.

✨ Ready for a New Challenge?

If you know your CPAP, love helping people and enjoy finding solutions, we’d love to hear from you!

This could be your next CPAP Direct adventure. 💚😊!