Customer Support Agent

About Raide

Raide exists to elevate human-powered movement in the mountains. We design and build the highest-performing and most functional equipment and apparel for ski touring and running. We are one of the fastest-growing brands in outdoor sports by defying industry norms and holding an uncompromising bar across product, storytelling, and how we operate internally. This is a rare opportunity to help build a generational brand from the ground up — where everything you create directly shapes how athletes experience the mountains.

Role Overview

We are looking for a Customer Support Agent to join our Customer Experience team. You’ll be the first point of contact for our customers, assisting them with orders, returns, warranty claims, and product questions, across email and community Slack channels. This role is a great fit for someone who loves solving problems, communicates clearly and warmly in writing, and wants to grow with a fast-moving DTC outdoor brand. You’ll report to the CX Manager and work closely with a small, tight-knit team.

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

Who You Are

• 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
• Highly organized with the ability to manage a ticket queue and prioritize independently
• A genuine interest in the outdoors (skiing, trail running) and Raide’s product line is a plus
• Experience with RichPanel, Loop Returns, ShipMonk, Shopify
• Experience handling international shipping and returns
• Background in a growing or scaling CX team is a plus
• Prior experience with online community management or moderation

What We Offer

• Competitive Hourly Pay ($25/hr)
• Remote first flexibility, with periodic in-person collaboration
• A chance to shape processes on a growing CX team
• Employee discount on Raide Gear