Help people get the best sleep of their lives. At Hatch, we’re on a mission to make great rest accessible to all through smart sleep devices and science-backed content. Join our team as a Customer Support Representative and play a critical role in helping families and individuals use their Hatch products seamlessly.
About Hatch
Hatch designs award-winning sleep products trusted by over 5 million sleepers of all ages. Our Rest family (Rest, Rest+, Rest Go) is in one of every three nurseries, while Hatch Restore has become a go-to sleep companion for adults. Backed by world-class investors and featured on Shark Tank, Hatch is growing fast with a fully remote team dedicated to innovation, inclusion, and improving lives through better sleep.
Schedule
- Remote role open to US and Canada
- Must be available for one of the following shifts:
• Monday – Friday, 12:30 PM – 9:00 PM PST
• Sunday – Thursday, 6:00 AM – 2:30 PM PST - Weekend and holiday coverage required on rotation
Responsibilities
- Handle high-volume customer inquiries related to shipping, product functionality, and troubleshooting
- Provide empathetic, personalized support via email and other channels
- Learn the full suite of Hatch products and stay current on updates
- Troubleshoot hardware and software issues using support tools and documentation
- Own customer issues end-to-end, escalating when needed and following through to resolution
- Collaborate with peers, product, and engineering teams to resolve bugs and track issues
Requirements
- Bachelor’s degree or equivalent work experience
- Strong written communication skills and ability to simplify technical details
- Highly organized, efficient, and adaptable to a fast-changing environment
- Tech-savvy and comfortable troubleshooting apps/devices
- Self-starter with proven ability to stay focused and productive in a remote setting
Preferred
- 1–2 years of customer service experience
- Background in consumer tech or high-growth startups
- Interest in gadgets and smart devices
Benefits
- 100% paid medical, dental, and vision insurance (80% for dependents, including domestic partners)
- 401(k) match with no vesting schedule
- Meaningful equity – you’re an owner here
- 16 weeks fully paid parental leave
- 16 free therapy sessions for you + a loved one
- Family planning financial support
- Monthly internet reimbursement and remote-office support
- Discounts on Hatch products + exclusive retail and travel perks
At Hatch, we value diversity, inclusion, and authentic connection. If you’re passionate about helping others, adaptable in a fast-moving environment, and excited to make a difference in people’s lives, we want to hear from you.
Happy Hunting,
~Two Chicks…