Customer Experience Coordinator

Key Responsibilities

• Respond to customer inquiries across all CRM, including but not limited to Gorgias email, tickets, live chat, SMS, phone, and Amazon marketplace messaging
• Aid 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

Customer Advocacy

• 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

Process Improvement

• 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

Team Collaboration

• 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

Requirements

• 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
• 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

Benefits

• Healthcare Plan (Medical, Dental, and Vision)
• Retail Plan with Matching
• Paid Time Off (Vacation, Sick, and Holidays)
• Paid Family Leave (Maternity, Paternity)
• Paid Short Term & Long Term Disability
• Performance-Based Bonus

Pay

Pay Range: $21-$25 per hour. Final compensation will depend on experience, skills, and alignment with the role.