Customer Support Representative, Performance Apparel
TRUEWERK, based in Denver, Colorado, is reimagining life and work in the trades by engineering the world’s most technically advanced, high-performance workwear. They are seeking a Customer Experience Specialist to advocate for customers, manage inquiries, and collaborate with teams to enhance the customer journey.
Responsibilities
- Make their day: Create stellar interactions with our customers by enthusiastically responding to tickets, chats, and phone calls and routing customer inquiries in FreshDesk to continue to deliver Truewerk’s promise of industry-leading customer service
- Own it: Delight your customers by proactively managing returns, exchanges, and order fulfillment on the direct-to-consumer side of the business. Spread the love by diving into ways you can provide additional support to our enterprise and sales teams when needed
- Collaborate: Identify friction points in your day-to-day work and partner with coworkers, vendors, and business partners to streamline and improve the tools and processes that impact the customer journey
- Bring it home: Share customer feedback with our marketing, sales, product, and operations teams to help us continuously improve our technical workwear systems based on your first-hand insight into our customers’ experiences
Skills
- 1 year experience in Customer Service or Customer Experience
- Inbound phone call handing experience
- Experience with customer support platforms (e.g., Gorgias, Zendesk, Freshdesk)
- Proficient with Mac OS and Google Workspace (Docs, Sheets, Drive)
- Experience in ecommerce or with a direct-to-consumer (DTC) brand
- Call center experience with a focus on multichannel support (phone, sms, email, chat)
- Familiarity with Shopify, NetSuite, Slack, Yotpo, and Loop (return software)
- Experience working in a hybrid or remote work environment
Benefits
- Employer-paid medical coverage
- Employer-paid dental coverage
- Optional vision coverage
- Employer-paid life and AD&D insurance
- Employer-paid short-term & long-term disability coverage
- Affordable coverage for dependents and domestic partners
- Additional out-of-pocket insurance options
- HSA account with employer contribution
- 401K with company match
- Monthly hybrid-work stipend
- Professional development reimbursement program
- Annual performance bonus
- Unlimited PTO policy
- 11 company holidays
- Employee Assistance Program for mental health support
- Free workwear for you and discounts for friends and family!
Company Overview