Customer Experience Coordinator

1. About Our Client:

The organization operates in the handheld radio industry, focusing on creating durable, high-performance communication devices designed for use in extreme backcountry environments. It addresses the challenge of reliable communication for outdoor enthusiasts such as climbers, skiers, and commercial users by providing easy-to-use radios tailored to harsh conditions. The company has a growing customer base across North America and Europe and supports search-and-rescue teams through donations linked to product sales.

2. About the Opportunity:

The Customer Experience Coordinator role centers on delivering exceptional technical support and building strong customer relationships. This position involves guiding customers through product use, troubleshooting, and purchase decisions to ensure they feel informed and supported. The role is pivotal in maintaining the organization’s reputation for outstanding customer service and contributes to overall growth by occasionally supporting other teams.

3. Responsibilities:

• Respond to customer inquiries via email, tickets, live chat, SMS, phone, and marketplace messaging.

• Assist with product questions, troubleshooting, warranties, returns, order status, and shipping.

• Provide guidance on pre-purchase and post-purchase support.

• Maintain in-depth knowledge of products and their outdoor applications.

• Moderate product reviews and questions on e-commerce platforms.

• Collaborate with fulfillment to resolve order issues.

• Identify recurring customer issues and share insights with internal teams.

• Act as a customer advocate by documenting feedback and friction points.

• Categorize and tag customer tickets for reporting.

• Maintain logs of customer feedback and product insights.

• Work with leadership to improve the customer journey.

• Communicate and collaborate with operations, product, and marketing teams.

• Support initiatives to scale customer support as the company grows.

4. Requirements:

• Experience with customer support platforms, preferably Gorgias.

• Familiarity with Shopify, Shipstation, Amazon, or Okendo is a plus.

• Strong written communication and grammar skills.

• Ability to communicate clearly and empathetically.

• Quick learner of technical product details, able to simplify explanations.

• Comfortable working independently in a remote setting.

• Skilled at multitasking across systems with accuracy.

• Strong organizational skills and attention to detail.

• Ability to manage multiple tasks in a fast-paced environment.

• Receptive to feedback and committed to continuous improvement.

• High energy, curiosity, and adaptability.

5. Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.