Outdoor CX Agent — Remote-First, Ski & Trail Focus

Raide; Boulder (CO); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Competitive pay

Remote-first flexibility

Employee discount

Job summary

Raide, a Boulder-based DTC brand, is seeking a Customer Support Agent to join our CX team. You will handle orders, returns, warranty claims, and product questions via email and Slack, delivering warm, clear communication and solving issues quickly.

You’ll report to the CX Manager, collaborate with a tight-knit team, and occasionally travel to our Denver office for team sessions. A true outdoors enthusiast will fit our culture.

Qualifications

• 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 escape
• Highly organized with the ability to manage a ticket queue and prioritize independently.

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.

Skills

Customer support

Written communication

Problem solving

Organization

Outdoors enthusiast

Tools

RichPanel

Shopify

Loop Returns

ShipMonk

Job description

Raide, a Boulder-based DTC brand, is seeking a Customer Support Agent to join our CX team. You will handle orders, returns, warranty claims, and product questions via email and Slack, delivering warm, clear communication and solving issues quickly.

You’ll report to the CX Manager, collaborate with a tight-knit team, and occasionally travel to our Denver office for team sessions. A true outdoors enthusiast will fit our culture.