Rocky Talkie

Customer Experience Coordinator

Rocky Talkie

full-time

Posted on:

Location Type: Remote

Location: Colorado • United States

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Salary

💰 $21 - $25 per hour

About the role

  • 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.

Requirements

  • Exceptional written communication and grammar skills
  • Strong ability to communicate clearly and empathetically with customers using Rocky Talkie brand tone
  • Ability to learn technical product details quickly and explain them in simple, customer-friendly language
  • Ability to work independently in a remote environment while staying highly responsive and collaborative
  • Confidence navigating multiple systems at once while maintaining accuracy and warmth in customer communication
  • Strong organizational skills and attention to detail
  • Comfortable managing multiple tasks in a fast-paced environment
  • Ability to implement feedback quickly and continuously improve
  • Ability to quickly learn all aspects of the customer experience process in a remote environment
  • A high level of energy, curiosity, and adaptability
Benefits
  • Healthcare Plan (Medical, Dental, and Vision
  • Retirement Plan with Matching
  • Paid Time Off (Vacation, Sick, and Holidays)
  • Paid Family Leave (Maternity, Paternity)
  • Paid Short Term & Long Term Disability
  • Performance-Based Bonus
  • And of course, plenty of Rocky Talkie gear to fuel your next adventure!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
exceptional written communicationempathyorganizational skillsattention to detailadaptabilitycuriosityindependencecollaborationability to implement feedbackability to manage multiple tasks