Remote Customer Experience Specialist – Outdoor Gear

Raider Research / Raide; Boulder (CO); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Remote-friendly

Hybrid/Denver meetup occasional

Job summary

Raide seeks a Customer Support Agent to join the Customer Experience team. You’ll be the first point of contact for orders, returns, warranty claims, and product questions via email and Slack, working with a small, collaborative CX team.

You’ll report to the CX Manager and collaborate closely with a tight-knit group. The role suits problem-solvers who write clearly, stay organized, and love outdoor gear.

Qualifications

• 1–3+ years in a customer support role (e-commerce or DTC a plus)
• Excellent written communication skills - clear, warm, empathetic
• Comfortable learning and using multiple tools (helpdesk, e‑commerce, returns systems)
• Experience with RichPanel, Loop Returns, ShipMonk, Shopify is a plus

Responsibilities

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

Skills

Customer support

Written communication

Ticket management

Shopify

International shipping

Tools

RichPanel

Shopify

Loop Returns

ShipMonk

NLRP

Job description

Raide seeks a Customer Support Agent to join the Customer Experience team. You’ll be the first point of contact for orders, returns, warranty claims, and product questions via email and Slack, working with a small, collaborative CX team.

You’ll report to the CX Manager and collaborate closely with a tight-knit group. The role suits problem-solvers who write clearly, stay organized, and love outdoor gear.