Burton Guide Summit Team

Burton; Burlington, Northern (VT, KY); Hybrid; USD 60,000 - 78,000; Full time

Benefits offered by this job

Health insurance

Life insurance

401k with company match

Paid time off

Flex spending

Job summary

Burton, a global snowboarding brand, seeks a Summit Guide to lead a five-person Basecamp leadership team in Burlington, VT. You will coach five to ten Guides, train on product and policy, and drive focused work areas while rotating as Summit on Duty with responsibility for queues and process improvements.

Ideal candidates bring two full winter seasons on the team, and a proven ability to surface gaps in training and processes.

Qualifications

• Two full winter seasons on this team, one of which must have been Winter 2025/2026 for the changeover to Gorgias.
• Ability to surface process gaps and training gaps before they become issues.
• Respectful collaboration with teammates and a team-oriented mindset.
• Ability to resolve escalations and distinguish decisions requiring higher approval.
• Understanding of customer service metrics and how behaviors impact data points.
• Strong prioritization skills to manage changing daily demands.

Responsibilities

• Lead and coach five to ten Basecamp Guides in daily work across calls, chats and emails.
• Train larger Guides team on Burton policies and products (including Anon Optics).
• Oversee one to three focused work areas (e.g., Performer Program, Warranty, Manual Refunds).
• Rotate weekly as Summit on Duty, manage Basecamp queues, and lead Summit peers.
• Handle customer contacts directly in off-season and partner on process improvements.

Skills

Leadership

Customer service

Conflict management

Communication

Planning & prioritization

Coaching

Resilience

Tools

Gorgias

Basecamp

Job description

Burton HQ, 180 Queen City Park Rd, Burlington, Vermont, United States of America

Job Description

Posted Tuesday, August 18, 2026 at 4:00 AM

At Burton, we are a purpose-led brand rooted in snowboarding and the outdoors. We fight for the future of our people, planet, and sport. We aim to maximize our positive social impact and minimize our negative environmental impact while delivering high-quality performance products.

As a global leader in snowboarding, we’recommittedto diversity, equity, and inclusion for the long-term health of our company, sport, and community. Through these efforts, we aim to make snowboarding and the outdoors accessible to all.

The Breakdown:

The Burton Guides are on a mission to welcome a Summit Guide (aka Supervisor or Lead) to a five-person leadership team. You will lead and coach five to ten Basecamp Guides in support of their daily work, across calls, chats and emails. You will train the larger Guides team on product and policy across Burton and Anon Optics. You will lead one to three larger areas of focused work within the supervisory team (e.g, Performer Program, Warranty, Manual Refunds). You’ll rotate weekly as the Summit on Duty (SOD) managing queues and the entirety of Basecamp, leading your Summit peers, and working closely with the North American service manager. You’ll simultaneously handle customer contacts directly in the off-season and partner with your manager and/or peers on process improvement.

What You’ll Bring to the Team:

Stoke and brand-loyalty aren’t enough to keep a high-performing, fast-paced, large team on an even keel; here’s what you’ll bring to continue your personal success as part of our team:

• Two full winter seasons on this team, one of which must have been Winter 2025/2026 for the changeover to Gorgias.
• [Cultivates Innovation] Ability to proactively surface gaps in our processes, hiccups in our training, or unclear communication before they become someone else’s problem.
• [Collaborates] Respectful engagement with your peers as part of a team.
• [Manages Conflict] The ability to resolve escalations and differentiate between a decision that’s yours to make and one that needs to pause for additional approval.
• [Drives Results] An understanding of customer service and business metrics, and the drive to help others understand how their behaviors impact those data points.
• [Plans & Aligns] A strong ability to prioritize, and re-prioritize, when the day changes before mid-morning.
• [Customer Focus] The model of platinum-level customer interactions and the ability to coach others to achieve that model. Knowing when it’s right to suggest a policy exception to protect a customer’s lifetime value, versus when to hold the line.
• [Drives Vision & Purpose] Coach Basecamp to see how their own role drives real value - for the customer, for the brand, for the team and for themselves.
• [Being Resilient] This is a fast-moving team where change is the norm, not the exception. A growth mindset is critical to your success and enjoyment of the role.

Burton’s benefits package includes health insurance (medical, dental and vision), life insurance (company paid), flex spending, short- and long-term disability insurance (company paid), great parental benefits, 401k plan with company match, HSA with company contribution, fitness reimbursement and paid-time-off.

Burton’s perks include fun stuff like season pass or reimbursement, ride days, and pro deals. You are also able to earn gear credit through our seasonal incentive program. And with several grass-roots initiatives within the company, you might also choose to become part of our mentoring network or action groups. No matter your personal style, we are a team that works hard together while having as much fun as possible.

Though we wish we could reach out to all applicants personally, you will only be contacted directly should you be chosen to move forward in the process. Candidates not chosen for this particular opportunity are encouraged to check back often for other roles as they are posted. Keep trying!

Work Location Eligibility:

Burton Snowboards is currently able to hire for this position in the following states: California, Colorado, Connecticut, Washington D.C., Florida, Idaho, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, New York, North Carolina, Oregon, Pennsylvania, Rhode Island, Utah, Vermont, Washington, West Virginia, and Wisconsin. Candidates MUST reside in one of these locations at the time of hire.