Customer Experience Operations
Black Rifle Coffee Company
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Shadow team members to understand how we monitor and manage 500+ weekly orders
- Learn to identify and support resolution of common issues: returns, backorders, system errors, and order flow blocks
- Gain familiarity with tools such as NetSuite, Shopify, and other backend platforms that drive order fulfillment
- Observe how our team handles high-risk orders and suspected fraud
- Practice clear, concise communication under pressure
- Assist with drafting outreach communications to notify customers about delays, updates, or resolution timelines
- Observe and assist with professional, empathetic communication in customer-facing moments
Requirements
- Comfort with spreadsheets and data organization (Excel knowledge is a plus)
- Ability to stay composed and professional under time pressure
- Meticulous attention to detail and follow-through
- Willingness to learn new tools, ask questions, and adapt to evolving workflows
Benefits
- Help gather and interpret data on order health, ticket trends, or error frequency
- Support documentation of SOPs for emerging issues and system updates
- Contribute ideas and insights into how processes could be made smoother or more scalable
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data organizationExcel
Soft skills
clear communicationconcise communicationprofessionalism under pressuremeticulous attention to detailfollow-throughempathy