[Remote] Customer Experience Coordinator

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesRespond to customer inquiries across all CRM, including but not limited to Gorgias email, tickets, live chat, SMS, phone, and Amazon marketplace messagingAssist customers with product questions, troubleshooting, warranties, returns, order status, and shipping inquiriesGuide customers through both pre-purchase decisions and post-purchase supportMaintain a deep understanding of Rocky Talkie products and how customers use them in real outdoor environmentsModerate reviews and product questions on e-commerce platforms such as Amazon and OkendoPartner with the fulfillment team to resolve order issues such as shipping errors or order editsIdentify recurring customer issues and share insights with product, operations, and marketing teamsAct as a voice for the customer by identifying recurring questions, product feedback, and areas where customers experience frictionDocument and share customer insights with the broader team to help improve products and processesTag and categorize customer tickets appropriately for reporting and analysis in Gorgias and ShopifyMaintain internal team logs capturing customer feedback and product insightsWork with CX leadership to identify opportunities to improve the customer journeyCommunicate consistently with teammates and collaborate closely with operations, product, and marketing teams via Slack, video, and within the CRM systemsSupport initiatives that help scale Rocky Talkie’s customer support as the company continues to growSkillsExceptional written communication and grammar skillsStrong ability to communicate clearly and empathetically with customers using Rocky Talkie brand toneAbility to learn technical product details quickly and explain them in simple, customer-friendly languageAbility to work independently in a remote environment while staying highly responsive and collaborativeConfidence navigating multiple systems at once while maintaining accuracy and warmth in customer communicationStrong organizational skills and attention to detailComfortable managing multiple tasks in a fast-paced environmentAbility to implement feedback quickly and continuously improveAbility to quickly learn all aspects of the customer experience process in a remote environmentA high level of energy, curiosity, and adaptabilityExperience using customer support platforms such as GorgiasExperience working with additional platforms such as Shopify, Shipstation, Amazon, OkendoExperience in the outdoor industry, product marketing, or communicationsOutdoor sports enthusiastExperience with or interest in radios or technical outdoor gearBenefitsHealthcare Plan (Medical, Dental, and VisionRetirement Plan with MatchingPaid Time Off (Vacation, Sick, and Holidays)Paid Family Leave (Maternity, Paternity)Paid Short Term & Long Term DisabilityPerformance-Based BonusAnd of course, plenty of Rocky Talkie gear to fuel your next adventure!Company OverviewRocky Talkie is a backcountry radio to keep people connected. It was founded in 2019, and is headquartered in Denver, Colorado, USA, with a workforce of 11-50 employees. Its website is https://rockytalkie.com.



Apply To This Job