Customer Support Agent

Applied Labs; Boulder (CO); Hybrid; USD 29,000 - 40,000; Full time

Benefits offered by this job

Competitive hourly pay

Remote-friendly

Employee discount

Team events

Job summary

Raide is seeking a Customer Support Agent to join our Customer Experience team in Boulder. You will be the first point of contact for customers, handling orders, returns, warranty claims, and product questions via email and Slack, while maintaining a warm, on-brand tone.

You will report to the CX Manager and collaborate with a tight-knit team. This role also involves community moderation and occasional in-person collaboration at our Denver office.

Qualifications

• 1–3+ years in customer support or related role.
• Excellent written communication, warm and empathetic tone.
• Familiar with helpdesk and e-commerce platforms.
• Strong organizational skills and ability to manage a ticket queue.
• Interest in outdoor gear is a plus; experience with community management a plus.

Responsibilities

• Respond to customer inquiries across email and Slack community channel in a timely, friendly and on-brand voice.
• Process and troubleshoot orders, exchanges, returns, and warranty claims.
• Use RichPanel, Shopify, Loop Returns, ShipMonk, and NLRP to manage tickets, track shipments and resolve issues.
• Diagnose product issues and apply warranty policy consistently and fairly.
• Identify recurring customer pain points and flag trends to CX Manager.
• Maintain accurate records of customer interactions and follow documented SOPs.
• Meet individual and team KPIs for response time, resolution time, and CSAT.
• Occasionally travel to or work from our Denver office for team collaboration, training, or planning sessions.
• Moderate and actively respond to messages in Raids Slack Community.
• Help set the tone for a welcoming, on-brand community experience across public channels.
• Flag community trends, recurring themes, or notable member feedback to the CX Manager.
• Be open to occasionally attending events, or local activations to represent Raide and engage with our community in person.

Skills

Customer support

Written communication

Organization

Problem solving

Tools

RichPanel

Loop Returns

ShipMonk

Shopify

Job description

Boulder, CO - In Office

About Raide

Raide exists to elevate human-powered movement in the mountains. We design and build the highest-performing and most functional equipment and apparel for ski touring and running.

We are one of the fastest-growing brands in outdoor sports by defying industry norms and holding an uncompromising bar across product, storytelling, and how we operate internally. This is a rare opportunity to help build a generational brand from the ground up - where everything you create directly shapes how athletes experience the mountains.

Role Overview

We are looking for a Customer Support Agent to join our Customer Experience team. You'll be the first point of contact for our customers, assisting them with orders, returns, warranty claims, and product questions, across email and community Slack channels. This role is a great fit for someone who loves solving problems, communicates clearly and warmly in writing, and wants to grow with a fast-moving DTC outdoor brand.

You'll report to the CX Manager and work closely with a small, tight-knit team.

Responsibilities

Customer Support

• Respond to customer inquiries across email and Slack community channel, in a timely, friendly and on-brand voice
• Process and troubleshoot orders, exchanges, returns, and warranty claims
• Use RichPanel, Shopify, Loop Returns, ShipMonk, and NLRP to manage tickets, track shipments and resolve issues
• Diagnose product issues and apply warranty policy consistently and fairly
• Identify recurring customer pain points and flag trends to CX Manager
• Maintain accurate records of customer interactions and follow documented SOPs
• Meet individual and team KPIs for response time, resolution time, and CSAT
• Occasionally travel to or work from our Denver office for team collaboration, training, or planning sessions

Community Engagement

• Moderate and actively respond to messages in Raids Slack Community
• Help set the tone for a welcoming, on-brand community experience across public channels
• Flag community trends, recurring themes, or notable member feedback to the CX Manager
• Be open to occasionally attending events, or local activations to represent Raide and engage with our community in person

Who You Are

• 1-3+ years in a customer support, customer service, or similar role (e-commerce or DTC experience a plus)
• Excellent written communication skills - clear, warm, and empathetic, even under pressure
• Comfortable learning and working across multiple tools (helpdesk software, e-commerce platforms, shipping/returns systems)
• Strong problem solving instincts and sound judgement on when to engage
• Highly organized with the ability to manage a ticket queue and prioritize independently
• Comfortable engaging with customers in a public, community facing setting
• Highly organized with the ability to manage a ticket queue and prioritize independently
• A genuine interest in the outdoors (skiing, trail running) and Raides product line is a plus
• Experience with RichPanel, Loop Returns, ShipMonk, Shopify
• Experience handling international shipping and returns
• Background in a growing or scaling CX team is a plus
• Prior experience with online community management or moderation

What We Offer

• Competitive Hourly Pay ($25/hr)
• Remote first flexibility, with periodic in-person collaboration
• A chance to shape processes on a growing CX team
• Employee discount on Raide Gear

Equal Opportunity & Accessibility

We are an Equal Opportunity Employer and are committed to building a diverse, inclusive workplace where everyone can thrive. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law.

We are committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and hiring process. If you require an accommodation to participate, please contact us at [e-mail] and we will work with you to meet your needs.

Age-Identifying Information

In support of fair and equitable hiring practices, we ask that applicants omit age-identifying information from their application materials - such as graduation years, years of attendance, or dates unrelated to job qualifications. This helps ensure all candidates are evaluated solely on their skills, experience, and ability to perform the role.