Rocky Talkie

Customer Support

• Lead, coach, and develop a high-performing Customer Experience team
• Build structured onboarding and ongoing training programs
• Establish clear performance expectations, feedback rhythms, and development paths
• Foster a supportive, accountable, and customer-first team culture
• Help team members grow their skills, confidence, and ownership
• Model excellent communication and problem-solving
• Stay connected to day-to-day CX operations
• Identify operational gaps and build scalable CX workflows
• Create documentation, playbooks, and systems in CX that improve consistency and efficiency across the company
• Improve response quality, resolution ownership, and overall customer satisfaction
• Balance operational efficiency with a high-touch, human-centered customer experience
• Track and report key performance indicators (KPIs) related to customer satisfaction and experience
• Optimize how the team uses CX platforms including Gorgias, Shopify, ShipStation, Amazon Seller Central, and Okendo
• Create and implement Macros, rules, and tags in Gorgias to optimize the customer experience
• Collaborate with relevant departments to address recurring customer issues
• Gather, analyze, and interpret customer feedback from various channels
• Analyze customer journey data to identify pain points and areas for enhancement
• Support CX operations as Rocky Talkie expands internationally
• Improve workflows across regions, time zones, and customer needs
• Partner cross-functionally with Product, Engineering, Operations, and Marketing teams
• Surface customer insights that influence product and operational decisions
• Maintain comprehensive knowledge of existing and new products to assist customers effectively
• Use real customer interactions to guide training and continuous improvement
• Step in to support complex escalations or sensitive customer situations
• Receive and respond to customer inquiries related to product, warranty returns, order statuses, and shipment questions across all CRM platforms
• Moderate reviews and questions for all direct-to-consumer channels.

Customer Experience Manager

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

Customer Experience Coordinator

Creative Strategist

• Provide leadership and development to internal and external creative teams, including designers, content creators, and creative partners
• Set clear priorities, workflows, and standards for how creative work gets produced and delivered
• Provide thoughtful feedback that improves the craft and consistency of design, video, photography, and written content
• Help identify when and where we should invest in additional internal or external creative support as the brand grows
• Lead the visual direction and creative execution for Rocky Talkie across marketing channels
• Translate brand strategy into clear, cohesive creative work across campaigns, product launches, and ongoing marketing efforts
• Ensure visual consistency across website, ads, email, packaging, social media, and retail materials
• Develop and maintain creative standards, templates, and systems that allow the team to produce high-quality work efficiently
• Help shape how Rocky Talkie communicates through imagery, design, and video
• Guide the development of visual storytelling that reflects real use in demanding outdoor environments
• Collaborate with photographers, filmmakers, designers, and writers to produce content that feels authentic and grounded in real experience
• Help balance lifestyle storytelling with product clarity and educational value
• Manage the creative pipeline for ads, social posts, emails, website content, product packaging, in-store displays, and all other brand assets
• Provide hands-on support to the creative team in producing, editing, and finalizing assets when needed
• Ensure creative projects move smoothly from concept to production to final delivery
• Develop processes that help the team operate efficiently while maintaining a high standard of quality

Customer Experience Manager

Customer Experience Coordinator

Creative Lead