Customer Success Specialist

About BRUCE BOLT

BRUCE BOLT is a family-run performance gear brand headquartered in Austin, Texas, specializing in premium batting gloves and athletic accessories. Initially focusing on baseball, the company now caters to athletes in several sports, emphasizing quality, durability, and comfort to help athletes perform at their best. Their mission is to continually "BE BETTER," extending from products to exceptional customer service.

Role Overview

The Customer Success Specialist will assist athletes, parents, coaches, and customers throughout their interactions with BRUCE BOLT. This fully remote, contract-based role involves responding to inquiries via email, chat, phone, and other channels, providing support on orders, products, sizing, shipping, returns, promotions, exchanges, and warranties. Beyond assisting, the specialist will build strong customer relationships, handle open cases through resolution, recommend products, and uphold BRUCE BOLT's high standard for customer experience.

Responsibilities

• Engage with customers using email, live chat, phone, and digital platforms.
• Answer inquiries related to products, sizing, availability, order processing, shipping, promotions, returns, exchanges, and warranties.
• Offer tailored product recommendations to meet individual customer needs.
• Resolve customer issues empathetically, with patience and effective problem-solving.
• Maintain follow-up on open cases until fully resolved.
• Create positive and professional customer experiences.
• Identify opportunities to suggest additional products and enhance customer satisfaction.
• Keep accurate customer records, case notes, and follow-up details.
• Handle multiple conversations and tasks simultaneously.
• Use customer service platforms, reporting tools, and AI technology responsibly and accurately.
• Spot recurring customer questions, feedback patterns, and trends.
• Report trends and issues to leadership and collaborate on improvements.
• Support busy periods including product launches and promotions.
• Contribute ideas for improving customer satisfaction and post-purchase experiences.
• Embody BRUCE BOLT’s values in every interaction.

Qualifications

• Preferably experienced in customer service, e-commerce, retail, sales, or other customer-facing positions.
• Familiarity with sporting goods, especially baseball, softball, or performance athletics, is advantageous.
• Strong written and verbal communication capabilities.
• Excellent listening and relationship-building skills.
• Customer-first approach focused on satisfaction, loyalty, and retention.
• Ability to communicate clearly and empathetically across multiple channels.
• Effective organization, time management, and multitasking skills.
• Ability to prioritize requests and meet response times consistently.
• Comfort with various technology platforms and AI tools.
• Experience with CRM, help desk, e-commerce, or support software is a plus.
• Skill in using AI responsibly and understanding its applications.
• Ability to analyze customer data to identify trends and recommend improvements.
• Self-driven, dependable, adaptable, and open to coaching.
• Requires reliable internet and a suitable remote work environment.
• Must be available for a scheduled seven-hour shift within 8 a.m. to 7 p.m. Central Time.

Additional Information

• Multiple openings available.
• Position type: Independent contractor.
• Target start date: August 15, 2026.
• Work schedule: seven hours daily with shifts between 8:00 a.m. and 7:00 p.m. Central Time.
• Additional compensation potential including commissions and eligibility for annual profit sharing, subject to terms.
• Quarterly allowances and employee discounts offered.

Why Work at BRUCE BOLT?

• Be part of a growing and respected family-owned performance gear company.
• Flexible remote work arrangements within specified coverage hours.
• Direct interaction with athletes, parents, and coaches shaping the athletic community experience.
• Performance-based commission earning opportunities.
• Eligibility for annual profit sharing given program requirements.
• Gain experience with modern e-commerce and AI technology tools.
• Opportunities for personal and professional growth within an expanding company.
• Join a culture valuing quality, accountability, teamwork, and continuous improvement.