Customer Experience Coordinator

About Rocky Talkie

Rocky Talkie, founded in 2019, specializes in durable, high-performance backcountry radios designed primarily for climbers and skiers. The company has rapidly expanded its product line and presence, gaining a strong customer base across North America and recently in Europe. Their products cater to extreme outdoor conditions and serve both enthusiasts and commercial users. The team is passionate about improving backcountry communication and supports search-and-rescue teams by donating part of their sales proceeds.

Role Overview

We are looking for a dedicated individual to join our Customer Experience team focusing on building meaningful relationships with customers by delivering expert technical help, informative resources, and empathetic communication across multiple platforms. This position upholds our tradition of exceptional customer support and requires you to become highly knowledgeable about our radio products.

Primary Responsibilities

• Provide support through various channels such as email, chat, SMS, phone, and marketplace messaging.
• Assist customers with inquiries regarding product features, troubleshooting, warranties, returns, and order statuses.
• Help customers make informed pre-purchase decisions and ongoing post-purchase support.
• Maintain comprehensive knowledge of product use cases in outdoor settings.
• Monitor and moderate customer reviews and questions on e-commerce platforms.
• Collaborate with fulfillment to resolve order-related issues.
• Identify trends in customer feedback and share observations to aid product and process improvements.

Customer Advocacy and Process Enhancement

• Represent the customer perspective by pinpointing repetitive issues and feedback.
• Document insights to facilitate ongoing enhancements in products and customer experience.
• Organize and tag customer interactions for analysis and reporting.
• Work alongside leadership to refine the customer journey continually.

Teamwork and Additional Duties

• Maintain clear communication within the team and with other departments using collaborative tools.
• Support company initiatives that enable scalable customer service as the business grows.
• Occasionally assist other teams with tasks such as fulfillment, event participation, or project support.

Preferred Qualifications

• Experience with customer service platforms like Gorgias, Shopify, Shipstation, Amazon, or Okendo.
• Background in outdoor industry roles, product marketing, or communications.
• Passion for outdoor activities and technical outdoor equipment.
• Interest or knowledge about radios.

Essential Requirements

• Excellent written communication and grammar skills.
• Clear and empathetic communication aligning with Rocky Talkie’s brand personality.
• Quickly mastering technical product details and explaining them simply for customers.
• Ability to work independently and respond promptly in a remote setting.
• Comfortable multitasking with accuracy and warmth across multiple systems.
• Strong organizational skills and keen attention to detail.
• Capability to manage several tasks efficiently in a dynamic environment.
• Receptive to feedback and committed to continuous improvement.
• High energy, curiosity, and adaptability in all duties.

Compensation and Benefits

• Hourly pay ranging from $21 to $25, dependent on experience and qualifications.
• Healthcare package including medical, dental, and vision coverage.
• Retirement savings plan with company matching contributions.
• Paid time off encompassing vacation, sick leave, and holidays.
• Paid family leave covering maternity and paternity benefits.
• Coverage of short-term and long-term disability insurance.
• Performance-based bonuses.
• Access to Rocky Talkie gear for personal outdoor activities.

Application Details

Applications are accepted on a rolling basis and are expected to continue until August 14, 2026, or until a suitable candidate is found. Candidates are not obligated to disclose age or education dates in their resumes.