Customer Experience Specialist - Remote

Overview

TRUEWERK is looking for a detail-oriented, tech-savvy Customer Experience Specialist to join our fast-growing, high-performance CX group in Denver, CO. This role is critical to our mission of retaining customers by providing best-in-class support and creative problem solving.

In Short

• Deliver timely and empathetic support across various channels.
• Provide creative solutions balancing customer satisfaction with business objectives.
• Document and categorize customer interactions for reporting.
• Encourage self-service while ensuring high-touch service when needed.
• Help customers find suitable gear and identify alternate solutions.
• Share customer feedback to improve products and processes.
• Foster trust to turn customers into TRUEWERK advocates.
• Maximize efficiency and quality using support tools.
• Work independently and collaboratively in a fast-paced environment.

Requirements

• Located within commuting distance of Denver, CO.
• Ability to work within the 6am–6pm MST support window, including weekends.
• 1+ year of experience in a customer-facing role.
• Prior inbound phone call handling experience required.
• Experience with support platforms like Gorgias, Zendesk, or Freshdesk.
• Comfortable using Mac OS and Google Workspace.
• Experience with ecommerce or DTC brands.
• Familiarity with Shopify, NetSuite, Loop or Yotpo preferred.
• Exceptional attention to detail and communication skills.
• High School Diploma or equivalent.

Benefits

• Employer-paid medical and dental coverage.
• Optional vision coverage.
• 401K with company match.
• Monthly technology stipend.
• Annual performance bonus.
• Unlimited PTO policy.
• Hybrid working schedule.
• Employee Assistance Program for mental health support.
• Free workwear and discounts for friends and family.