Customer Support & Product Specialist (Part-Time, Hourly)

Job Description

Make your application after reading the following skill and qualification requirements for this position.

Description:

Ignik Outdoors is looking for Part-Time Customer Support & Product Specialists to provide excellent support to our customers. We're hiring 2+ part-timers to ensure reliable coverage when teammates are out. These roles will work closely with teammates across departments and help improve our support systems by capturing and sharing customer feedback and product issues.

Position snapshot

• Openings: 2+ part-time roles
• Reports to: VP of Brand & Product
• FLSA status: Hourly / Non-Exempt
• Time commitment: Part-time, scheduled hours (15–25 hours/week each)
• Schedule: Set weekly shifts within Monday–Friday, 8:00 AM–4:00 PM PST; minimum 2 days/week; occasional weekend & coverage shifts available
• Location: Seattle area. Flexible, in-person/semi-remote position, must be able to attend onboarding and days in our Seattle office (typically 3–4x/week)
• Start date: ASAP (target mid-July
• Compensation: $22–$25/hour (DOE)
• Paid training: Provided during onboarding
• Travel: Occasional travel/overnights for company events may be required (1–2 times per year)

Primary responsibilities

• Answer customer questions daily over email, chat, and phone to support and guide customers on their Ignik product journey
• Troubleshoot product issues and provide clear, accurate guidance and next steps
• Process returns/exchanges and ensure accurate and timely resolution
• Coordinate with warehouse/logistics on order issues, replacements, and fulfillment questions
• Maintain accurate ticket documentation and follow-up to closure
• Capture and report recurring customer feedback, confusion points, and product issues (simple weekly/monthly summaries to support product and process improvements)
• Light office support, including mail, receiving product samples, and shipping show supplies

Success looks like: fast, accurate resolutions; clear, friendly communication; clean ticket notes; and clear weekly trend callouts.

Requirements:

Required qualifications

• High school diploma/GED or equivalent
• 2+ years of customer service experience (consumer products preferred)
• Excellent communication skills (written and verbal); professional, helpful demeanor
• Strong organization and follow-through; able to manage multiple priorities
• Comfortable learning product details and working in cloud-based tools (support platforms, xhyhwjd email, docs, chat)
• Ability to work a reliable schedule and occasionally help cover teammate time off

Nice to have

• Passionate about outdoor/camping products and helping customers choose and use gear
• Experience with a customer service platform (Gorgias, Zendesk, etc.) and/or Shopify
• Some College/University studies

Perks

• Paid time off (includes WA Paid Sick Leave)
• Paid Holidays
• Quarterly paid "Adventure Hours" (pro-rated; use for skiing, hiking, climbing, volunteering outdoors, etc.)
• Ignik Gear stipend: up to $300/year + free & heavily discounted Ignik Gear
• Pro-deals access (outdoor industry discounts, where available)
• Predictable scheduling: regular weekly schedule, minimal last-minute changes, easy shift swaps