Customer Care Reporting Coordinator

**Please Note: We are currently giving strong consideration to internal Sunlighten applicants for this position. External candidates are still welcome to apply, but internal interest will be prioritized during the selection process.**

At Sunlighten, we're not just about infrared saunas, we’re on a mission to improve lives through innovative health and wellness solutions. As a global leader in infrared sauna therapy, we are rapidly expanding and need a talented Customer Care Reporting Coordinator that is data savvy, observant, and process-minded. 

Celebrating 25 years of innovation, Sunlighten has grown from its Kansas City roots to establish a global footprint, including expansion into the UK. With the global wellness market projected to reach $7 trillion in 2026, we are proud to be part of this dynamic and holistic shift. As leaders in light science and longevity, we create innovative solutions that help customers lead vibrant, active lifestyles.

The Customer Care Reporting Coordinator supports the customer care and logistics teams by gathering, organizing, and analyzing data to provide actionable insights that improve service quality, operational efficiency, and customer satisfaction. This role works with leadership to build and maintain reports from CRM, ERP, WFM, and contact center systems, providing clear insights into performance trends, improvement opportunities, and key service metrics. 

Duties/Responsibilities:

• Compile data from multiple customer care systems (CRM, ticketing, telephony, or workforce management tools).
• Prepare and distribute daily, weekly, and monthly performance reports using Office365 and SharePoint.
• Maintain consistent formatting, accuracy, and version control across all reports.
• Develop visual summaries (charts, tables, pivot reports) to help managers interpret data easily.
• Track contact center KPIs such as agent QC/QA, call data, and case dispositions or outcomes.
• Track supply chain reporting, focusing on the timely acquisition and delivery of inventory.
• Analyze customer care performance trends to identify root causes of service issues or metric changes.
• Provide insights and recommendations to leadership to support decision-making.
• Support projects and performance initiatives through targeted data analysis.
• Highlight variances, anomalies, and emerging trends on a weekly or monthly basis.
• Partner with leadership to align QC/QA reporting with operational goals.
• Support ad-hoc analysis requests from leadership during audits, planning cycles, or strategy reviews.
• Maintain a reporting calendar and process documentation for all reports.
• Help streamline reporting workflows by identifying opportunities for automation or simplification.
• Other duties as assigned.  

• Ability to work from Sunlighten HQ everyday from 9AM-6PM.
• Associate's or Bachelor's degree in Business, Communications, Data Analytics, or related field is preferred.
• 1-3 years of relevant experience in contact center operations, reporting, or administrative support.
• Proficiency in Excel and tools such as charts, formulas, lookups, and pivot tables.
• Familiarity with CRM, ticketing, or contact center systems with Salesforce, NetSuite, and Five9 preferred.
• Attention to detail to ensure data accuracy.
• Strong written and verbal communication skills.
• Comfortable managing recurring tasks with deadlines and adapting to shifting priorities.

• Competitive Paid Time Off Policy + Paid Holidays + Floating Holidays
• Fully Equipped Fitness Center On-Site
• Free Lunch Program featuring a James-Beard Award Winning Chef
• Health (HSA & FSA Options), Dental, and Vision Insurance
• 401(k) with company contributions
• Profit Sharing
• Life and Short-Term Disability Insurance
• Professional Development and Tuition Reimbursement
• Associate Discounts on Saunas, Spa Products and Day Spa Services

Sunlighten provides equal employment opportunity. Discrimination of any type will not be tolerated. Sunlighten is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.