Customer Support Agent at Raide in Remote

Summary: Raide is a fast-growing outdoor sports brand that designs and builds equipment and apparel for ski touring and running. The Customer Support Agent will serve as the first point of contact for customers, handling orders, returns, warranty claims, product questions, and community engagement across email and Slack while maintaining a warm, on-brand experience.

Responsibilities:
- Respond to customer inquiries across email and Slack community channel, in a timely, friendly and on-brand voice
- Process and troubleshoot orders, exchanges, returns, and warranty claims
- Use RichPanel, Shopify, Loop Returns, ShipMonk, and NLRP to manage tickets, track shipments and resolve issues
- Diagnose product issues and apply warranty policy consistently and fairly
- Identify recurring customer pain points and flag trends to CX Manager
- Maintain accurate records of customer interactions and follow documented SOPs
- Meet individual and team KPIs for response time, resolution time, and CSAT
- Occasionally travel to or work from our Denver office for team collaboration, training, or planning sessions
- Moderate and actively respond to messages in Raids Slack Community
- Help set the tone for a welcoming, on-brand community experience across public channels
- Flag community trends, recurring themes, or notable member feedback to the CX Manager
- Be open to occasionally attending events, or local activations to represent Raide and engage with our community in person

Required Qualifications:
- 1-3+ years in a customer support, customer service, or similar role (e-commerce or DTC experience a plus)
- Excellent written communication skills - clear, warm, and empathetic, even under pressure
- Comfortable learning and working across multiple tools (helpdesk software, e-commerce platforms, shipping/returns systems)
- Strong problem solving instincts and sound judgement on when to escalate
- Highly organized with the ability to manage a ticket queue and prioritize independently
- Comfortable engaging with customers in a public, community facing setting
- Experience with RichPanel, Loop Returns, ShipMonk, Shopify
- Experience handling international shipping and returns
- Prior experience with online community management or moderation

Preferred Qualifications:
- A genuine interest in the outdoors (skiing, trail running) and Raide's product line is a plus
- Background in a growing or scaling CX team is a plus

Required Skills: RichPanel, Shopify, Loop Returns, ShipMonk, NLRP, International Shipping and Returns, Community Management and Moderation

Benefits: Remote first flexibility, with periodic in-person collaboration, A chance to shape processes on a growing CX team, Employee discount on Raide Gear