Customer Experience Coordinator at Rocky Talkie in Remote

Summary: Rocky Talkie, a company known for its innovative backcountry radios, is looking for a Customer Experience Coordinator to join their team. This role involves providing exceptional technical support and building strong relationships with customers across various communication channels. The coordinator will also assist in improving the customer journey and collaborate with different teams within the company. Responsibilities: - Respond to customer inquiries across all CRM, including but not limited to Gorgias email, tickets, live chat, SMS, phone, and Amazon marketplace messaging - Assist customers with product questions, troubleshooting, warranties, returns, order status, and shipping inquiries - Guide customers through both pre-purchase decisions and post-purchase support - Maintain a deep understanding of Rocky Talkie products and how customers use them in real outdoor environments - Moderate reviews and product questions on e-commerce platforms such as Amazon and Okendo - Partner with the fulfillment team to resolve order issues such as shipping errors or order edits - Identify recurring customer issues and share insights with product, operations, and marketing teams - Act as a voice for the customer by identifying recurring questions, product feedback, and areas where customers experience friction - Document and share customer insights with the broader team to help improve products and processes - Tag and categorize customer tickets appropriately for reporting and analysis in Gorgias and Shopify - Maintain internal team logs capturing customer feedback and product insights - Work with CX leadership to identify opportunities to improve the customer journey - Communicate consistently with teammates and collaborate closely with operations, product, and marketing teams via Slack, video, and within the CRM systems - Support initiatives that help scale Rocky Talkie’s customer support as the company continues to grow Required Qualifications: - Exceptional written communication and grammar skills - Strong ability to communicate clearly and empathetically with customers using Rocky Talkie brand tone - Ability to learn technical product details quickly and explain them in simple, customer-friendly language - Ability to work independently in a remote environment while staying highly responsive and collaborative - Confidence navigating multiple systems at once while maintaining accuracy and warmth in customer communication - Strong organizational skills and attention to detail - Comfortable managing multiple tasks in a fast-paced environment - Ability to implement feedback quickly and continuously improve - Ability to quickly learn all aspects of the customer experience process in a remote environment - A high level of energy, curiosity, and adaptability Preferred Qualifications: - Experience using customer support platforms such as Gorgias - Experience working with additional platforms such as Shopify, Shipstation, Amazon, Okendo - Experience in the outdoor industry, product marketing, or communications - Outdoor sports enthusiast - Experience with or interest in radios or technical outdoor gear Required Skills: Technical product knowledge, Customer support experience Important Skills: Gorgias, Shopify Nice-to-Have Skills: Empathy Benefits: Healthcare Plan (Medical, Dental, and Vision, Retirement Plan with Matching, Paid Time Off (Vacation, Sick, and Holidays), Paid Family Leave (Maternity, Paternity), Paid Short Term & Long Term Disability, Performance-Based Bonus, And of course, plenty of Rocky Talkie gear to fuel your next adventure!