Rocky Talkie

Customer Experience Manager

Rocky Talkie

full-time

Posted on:

Location Type: Hybrid

Location: Denver • Colorado • United States

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Salary

💰 $85,000 - $100,000 per year

About the role

  • 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.

Requirements

  • 5–8 years in Customer Experience, Customer Support, or related roles
  • 3–5 years leading or managing CX or Support teams
  • Experience scaling CX operations in a growing company
  • Experience supporting consumer electronics, hardware, or technical products
  • Experience managing warranty, repair, or post-purchase service programs
  • Global or international customer support experience preferred
  • Experience working cross-functionally with Operations, Product, or Engineering teams
  • Bonus Experience:
  • Experience in the outdoor industry, product marketing, or communications
  • Outdoor sports enthusiast
  • Experience with or interest in radios
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.

Hard Skills & Tools
customer experiencecustomer supportCX operationsperformance indicatorscustomer journey analysiswarranty managementrepair programspost-purchase servicescalable workflowsdocumentation creation
Soft Skills
leadershipcoachingcommunicationproblem-solvingteam developmentcustomer-first mindsetcollaborationanalytical skillsadaptabilitysupportive culture