Customer Support Specialist

Job Description

Job Description

Customer Support Specialist

Really Right Stuff, LLC | Lehi, UT | Full-Time, In-Person

JOB SUMMARY

Are you passionate about photography or precision-rifle gear and eager to turn expert customers into lifelong fans? As a Customer Support Specialist at Really Right Stuff, you'll be the knowledgeable voice that avid hobbyists and seasoned professionals reach for—diagnosing fit and compatibility questions, recommending the right matched system, and owning each case from first question to trusted resolution across orders, returns, and repairs. This is real product-support work, not just order-taking: you'll bring genuine expertise to a tight-knit, premium desk and grow your skills in some of the world's best outdoor industries.

ABOUT REALLY RIGHT STUFF

Really Right Stuff, LLC is a proud American manufacturer based in Lehi, UT, building the world's most desirable and dependable camera and precision-rifle support equipment—carbon-fiber tripod systems trusted by renowned photographers and elite military units for ultralight, reliable performance in the field. You'll collaborate across marketing, sales, product design, and manufacturing, turning customer feedback into product innovation and building connections with adventurers around the world—all while enjoying a healthy work-life balance.

We're a small company that runs on a genuine team mentality. We're building a culture of ownership and accountability, where no title puts you above the work: people pitch in where they're needed, you'll occasionally be asked to help beyond your usual lane, and everyone—from the newest hire to the CEO—helps keep our facility running, including cleaning our own workstations and shared spaces. If you want a place where initiative gets noticed and your work makes a visible difference, you'll fit right in.

BENEFITS AND PERKS

We offer a competitive, market-benchmarked hourly wage and a strong benefits package, including:

• A 4-day workweek (4x10 schedule, Monday–Thursday, preferred 7 am – 5:30 pm with a 30-minute lunch).

• 7 paid company holidays.

• Accrued PTO starting at 2 weeks in year one, 3 weeks in year two, 4 weeks in year four, and 5 weeks after 10 years.

• 100% 401(k) matching up to 3% of salary after 1 year, plus 50% matching from 3–5%.

• Employer-sponsored health, dental, and vision insurance after 60 days.

• Employee breakroom, kitchen, and cycling-friendly private showers.

• Casual dress code and on-the-job training.

• Generous employee discount on RRS products.

• Opportunities to work and play in the world's best industries, with hands-on access to industry-leading gear.

WHO THRIVES HERE

RRS runs on ownership and initiative. The people who do best on our team tend to be:

• Wired for extreme ownership—you carry a case from first contact to resolution and don't let it slip through the cracks.

• Proactive—you anticipate the next question and handle it before it becomes a problem.

• Tenacious—you stay with the hard problems (a tricky compatibility question, a stalled repair) until they're genuinely resolved.

• Curious—you want to understand the products, the customers, and how it all fits together, and you keep learning.

• Open to feedback—you treat coaching and honest critique as fuel; here, problems are opportunities, not occasions for blame.

• Team-first—on a small desk, you jump in wherever you're needed and leave things better than you found them.

KEY RESPONSIBILITIES

You'll work on a small, high-skill support desk, reporting to the Brand Manager and working alongside our Customer Support Team Lead—the desk's senior problem-solver and your first point of escalation. You'll own the front-line resolution of customer cases, handling the large majority independently and escalating the rest with clear notes. Day to day, you'll:

• Be a primary point of contact across phone, email, and in person, delivering service that turns customers into lifelong RRS fans.

• Diagnose fit and compatibility questions and recommend the right matched system across our camera and precision-rifle support gear—as a knowledgeable peer, not a script.

• Process sales and walk-in orders in NetSuite—verifying accounts, confirming the right SKUs and components, collecting payment, and documenting each order accurately.

• Troubleshoot product and technical questions, coordinating with Engineering, Assembly, and Fulfillment when a case calls for it.

• Handle returns, exchanges, and defective-on-arrival or missing-item claims end to end—issuing return authorizations and labels and coordinating replacements or credits.

• Intake repair requests and keep customers informed at every stage, working with the Team Lead, who coordinates our repair & service program.

• Keep customer records and accounts accurate in NetSuite and HubSpot, and set up approved discount programs after verifying eligibility.

• Resolve order modifications, cancellations, and failed payments, looping in the right internal teams.

• Contribute to our knowledge base and product-support resources, and pitch in on internal loaner, giveaway, and sample orders as needed.

• Occasionally represent RRS at trade shows (up to ~2 weeks/year, e.g., Western Hunt Expo in Salt Lake City)—demonstrating products, engaging customers, and helping with booth setup.

QUALIFICATIONS AND REQUIREMENTS

Must-Haves:

• Passion for the photography and/or precision-rifle industry.

• Associate's degree or 2+ years of professional customer-service or product-support experience (preferably e-commerce, retail, or a technical product environment).

• Strong written and verbal communication, with the ability to explain technical details clearly.

• A problem-solver's aptitude—able to diagnose and troubleshoot, not just take orders.

• Strong attention to detail and sound judgment—comfortable following documented procedures, documenting your work, and knowing when to escalate.

• Ability to prioritize and switch tasks efficiently in a fast-paced, resource-limited environment.

• Mechanically inclined.

• Professional fluency in English.

• Ability to pass a drug screening and background check.

• Ability to reliably commute and work on-site in Lehi, UT.

Desired Skills:

• Familiarity with tools such as HubSpot, NetSuite, ShipStation, BigCommerce, Microsoft Teams, and Microsoft Office.

• Experience managing high-volume inbound inquiries in a sales or support setting.

• Experience with order management, returns/RMA, or repair-coordination workflows.

• Professional knowledge of digital-camera and/or precision-rifle systems.

ADDITIONAL DETAILS

This is an in-person, full-time position (40 hours/week, day shift) at our headquarters in Lehi, UT 84043. We foster a collaborative, innovative culture where proactive problem-solvers are rewarded with increased trust and responsibility. Really Right Stuff, LLC is an equal opportunity employer.

If you're a passionate, detail-oriented problem-solver ready to do your best work in the world's best industries, we'd love to hear from you—apply now!

Your first choice for camera and rifle support systems with products of soul-satisfying, uncompromising quality, simple convenience, and superior total service.

Company Description

Your first choice for camera and rifle support systems with products of soul-satisfying, uncompromising quality, simple convenience, and superior total service.