Customer Experience Coordinator

Rocky Talkie Customer Experience Team Member

Rocky Talkie launched in 2019 with its signature product, a backcountry radio made for climbers and skiers. Since then, Rocky Talkie has launched multiple best-in-class products and has grown quickly in the handheld radio industry. We are committed to making easy-to-use, durable, high-performance products for the backcountry and to supporting our customers. Rocky Talkie has a rapidly growing base of happy customers in North America and recently expanded to the EU. We design our products for use in extreme conditions, and our radios have been adopted by a wide variety of outdoor enthusiasts and commercial applications. We have a small, passionate, and highly motivated team with a deep understanding of our customers and outdoor communications. We would love your help in bringing Rocky Talkie to a new generation of customers.

Our team is driven every day by the belief that better communication in the backcountry will save lives. As part of this mission, we donate $2 per radio sold to search-and-rescue teams across the country.

The Role

We are seeking a service-minded individual to join our Customer Experience team.

This role is focused on building strong relationships with customers by providing thoughtful technical support, educational resources, and compassionate responses across a variety of channels. Since the beginning, Rocky Talkie has built a reputation for going above and beyond in customer support, and this role is central to maintaining that standard.

You will become a technical expert on our radios and help guide customers through product questions, troubleshooting, outdoor use cases, and purchase decisions.

As a small and fast-growing company, every team member may occasionally help in areas outside their primary role. This could include supporting our fulfillment team during busy periods, assisting at outdoor events or expos, or contributing to other projects that support the company's growth.

What Success Looks Like

Success in this role means helping customers feel supported, informed, and excited about using their Rocky Talkie radios.

Examples include:

• Carefully reading and evaluating customer messages to provide thoughtful, educational responses tailored to their situation.
• Developing your own authentic communication style within the Rocky Talkie brand voice.
• Going above and beyond expectations to create meaningful interactions with customers.
• Becoming a trusted expert on our radios and confidently answering both technical and brand questions.

Examples of this might include:

• Helping a customer choose the right radio setup for activities such as skiing, hunting, climbing, or canyoneering.
• Explaining radio range and factors that impact performance in the field
• Suggesting additional considerations, like repeater compatibility, when customers ask about extended range.
• Using your own experiences with the radios (or learning from others on the team) to provide real-world guidance.

Key Responsibilities

Customer Support & Communication

• Respond to customer inquiries across all CRM, including but not limited to Gorgias email, tickets, live chat, SMS, phone, and Amazon marketplace messaging.
• Assist customers with product questions, troubleshooting, warranties, returns, order status, and shipping inquiries.
• Guide customers through both pre-purchase decisions and post-purchase support.
• Maintain a deep understanding of Rocky Talkie products and how customers use them in real outdoor environments.
• Moderate reviews and product questions on e-commerce platforms such as Amazon and Okendo.
• Partner with the fulfillment team to resolve order issues such as shipping errors or order edits.
• Identify recurring customer issues and share insights with product, operations, and marketing teams.

Customer Advocacy

• Act as a voice for the customer by identifying recurring questions, product feedback, and areas where customers experience friction.
• Document and share customer insights with the broader team to help improve products and processes.

Process Improvement

• Tag and categorize customer tickets appropriately for reporting and analysis in Gorgias and Shopify.
• Maintain internal team logs capturing customer feedback and product insights.
• Work with CX leadership to identify opportunities to improve the customer journey.

Team Collaboration

• Communicate consistently with teammates and collaborate closely with operations, product, and marketing teams via Slack, video, and within the CRM systems.
• Support initiatives that help scale Rocky Talkie's customer support as the company continues to grow.

Bonus Experience

• Experience using customer support platforms such as Gorgias
• Experience working with additional platforms such as Shopify, Shipstation, Amazon, Okendo.
• Experience in the outdoor industry, product marketing, or communications
• Outdoor sports enthusiast
• Experience with or interest in radios or technical outdoor gear