Customer Experience Coordinator

About Rocky Talkie

Founded in 2019, Rocky Talkie produces durable, high-performance radios designed for climbers, skiers, and outdoor enthusiasts. Their radios perform reliably in extreme environments, serving outdoor and commercial users alike. With a growing customer base across North America and Europe, they aim to enhance outdoor communication safety, contributing $2 from each radio sold to search-and-rescue organizations nationwide.

Role Overview

We seek a customer-focused professional to join our Customer Experience team. This position centers on fostering strong customer relationships by delivering expert technical assistance, providing educational materials, and responding with empathy over various communication channels. Maintaining our reputation for exceptional customer support is a key responsibility.

Key Responsibilities

• Respond thoughtfully to customer inquiries across multiple platforms (email, tickets, live chat, SMS, phone, and marketplace messaging).
• Offer guidance on product questions, troubleshooting, warranties, returns, order status, and shipping issues.
• Support customers before and after purchase, providing tailored advice on product use and selection.
• Develop expertise in Rocky Talkie products and their applications in outdoor settings.
• Monitor and moderate customer reviews and questions on e-commerce sites like Amazon and Okendo.
• Collaborate with the fulfillment team to resolve shipping and order matters.
• Identify and share patterns in customer feedback with product, operations, and marketing teams.
• Serve as a customer advocate by highlighting recurring concerns and product insights.
• Organize and categorize customer interactions for reporting and analysis using systems such as Gorgias and Shopify.
• Maintain communication within the team and cross-departmentally to enhance the customer journey and support scalability efforts.
• Occasionally assist in other areas such as fulfillment, event support, or company projects as needed.

Success Indicators

• Deliver empathetic, informative, and personalized customer interactions aligned with the company's brand voice.
• Become a trusted authority on product performance, setup advice, and technical details.
• Exceed expectations in customer service to strengthen brand loyalty.

Preferred Experience

• Familiarity with support tools like Gorgias and platforms including Shopify, Shipstation, Amazon, and Okendo.
• Background in outdoor sports, product marketing, communications, or technical outdoor equipment.

Requirements

• Excellent written communication and grammar skills.
• Ability to explain technical product information clearly and empathetically.
• Independent, responsive work ethic suitable for remote settings.
• Proficiency in multitasking across multiple systems with accuracy and warmth.
• Strong organization and attention to detail.
• Comfort handling multiple tasks in a fast-paced environment.
• Receptiveness to feedback and continuous improvement.
• High energy, curiosity, and adaptability.

Benefits

• Health coverage including medical, dental, and vision plans.
• Retirement savings plan with company matching.
• Paid vacation, sick leave, holidays, and family leave.
• Short and long-term disability insurance.
• Performance bonuses.
• Access to Rocky Talkie gear for personal adventures.

Compensation

The pay range for this position is $21 to $25 per hour, with the exact salary based on experience, skills, and role fit.

Additional Information

Applications will be reviewed on a rolling basis until August 14, 2026, but may close sooner if an ideal candidate is found. Age or education dates disclosure in resumes is not required.