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 Truewerk is a clothing company selling and manufacturing workwear and gear for professionals. It was founded in 2014, and is headquartered in Boulder, Colorado, USA, with a workforce of 11-50 employees. Its website is