LUS - Rider Service Coordinator

Low Pressure Studio is a dynamic and rider-driven house of brands shaping the future of snowboarding. Our portfolio includes Bataleon Snowboards, Rome Snowboards, and Nidecker Snowboards, with global operations and a growing presence in North America. With over two decades of innovation, we are committed to pushing snowboarding culture forward through design, community, and creativity.

Responsibilities

• Lead customer experience by being the first to respond to inquiries, ensuring minimal response times.
• Answer sizing and product questions quickly and accurately.
• Oversee website live chat and phone lines to create real-time conversational opportunities.
• Assist with ECOM business functions including order processing, returns, and inventory management.
• Provide accurate information about products, orders, shipping, returns, proform applications, and other customer-related inquiries.
• Assist customers with placing orders, modifying existing orders, and processing returns or exchanges.
• Coordinate with the warehouse or fulfillment team to ensure timely and accurate order processing and shipment.
• Investigate and resolve customer complaints or issues, escalating to the Customer Experience Lead as needed.
• Develop comprehensive knowledge of Bataleon, ROME, and Nidecker product offerings, including features, benefits, and technical specifications.
• Specialize in the FASE System and stay updated on new product releases, pricing, and promotions.
• Gather and communicate customer feedback, suggestions, and complaints to the Customer Experience Lead.
• Maintain clear and professional communication with customers, recording interactions in Gorgias and order adjustments in Shopify and NetSuite.
• Collaborate with the international customer experience team to ensure worldwide customer inquiries are covered.
• Stay familiar with company policies, procedures, and guidelines for consistent and compliant customer service.
• Adhere to protocols for handling returns, refunds, exchanges, and warranty claims.
• Escalate complex or unresolved customer issues to the appropriate team member or Customer Experience Lead.
• Lead the preparation and maintenance of demo/event gear before departure and upon return, ensuring all gear is dried, cleaned, organized, and ready for the next event.
• Maintain warehouse cleanliness and stock parts.
• Assist with barcoding, packing, and sending parts as needed.

Requirements

• 2+ years of customer service experience in winter sports, action sports, or a related field.
• Organized with the ability to multitask and problem-solve creatively.
• Excellent written and verbal communication skills; proficient with Microsoft Office.
• Detail-oriented with the ability to juggle multiple requests simultaneously.
• Experience with NetSuite ERP system and proficiency in Excel is a major plus.
• Flexible schedule to meet increased demand during peak season.
• Ability to lift 50+ lbs.
• Passion for snowboarding and a positive ambassador for the brands.

Benefits

• Full board/binding/boot setup.
• SICK! (Powder) Days when it snows a bunch—we want our crew to get out and ride.
• $350/year towards your season pass of choice.
• Company Volunteer Days.
• Access to our discounted Pro Program featuring a variety of brands within the outdoor industry.
• Monthly parking space or ORCA credit.
• Monthly healthcare stipend during employment.