Job Description

TRUEWERK is looking for a detail-oriented, tech-savvy Customer Experience Specialist to join our fast-growing, high-performance CX group in Denver, Colorado. This role reports directly to the Senior Manager of Customer Experience and works cross-functionally with Product, Marketing, Sales, and Operations.

The ideal candidate is empathetic, independent, and comfortable using tools, resources, and sound logic to guide customers through post-purchase questions and gear selection. This role is critical to our mission of retaining customers by providing best-in-class support, repairing relationships when necessary, and using creative problem solving to drive loyalty and long-term value. If you're a customer-first problem solver with a passion for helping people get into the right gear, we want to hear from you!

In this role, you will:

• Deliver timely, accurate, and empathetic support across phone, email, chat and social channels, consistently meeting performance targets for first response time, quality assurance, and customer satisfaction (CSAT).
• Provide creative solutions that balance customer satisfaction with business objectives.
• Accurately document and categorize customer interactions to support reporting and surface insights.
• Encourage self-service where appropriate while ensuring high-touch service when needed.
• Help customers find gear that fits their needs and identify alternate solutions when availability or fit is limited.
• Share customer feedback and trends to improve products, messaging, and processes.
• Foster trust and connection in every interaction to turn customers into TRUEWERK advocates.
• Use macros, Help Center content, and judgment to maximize efficiency and quality.
• Work both independently and collaboratively in a dynamic, fast-paced environment

Qualifications

• 1+ year of experience in a customer-facing role (email/chat/phone/social)
• Prior inbound phone call handing experience is required
• Ability to work within the 6am–6pm MST support window, with weekends as needed
• Experience using support platforms such as Gorgias, Zendesk, or Freshdesk with the ability to use support tools and macros to drive efficiency
• Comfortable using Mac OS and Google Workspace (Docs, Sheets, Drive), Slack, and Zoom
• Experience working for an ecommerce or direct-to-consumer (DTC) brand
• Familiarity with Shopify, NetSuite, Loop or Yotpo preferred
• Interest in, familiarity with, or prior exposure to the skilled trades, apparel, or performance gear
• Exceptional attention to detail and written/verbal communication skills
• Strong critical thinking and independent problem-solving abilities
• High School Diploma or equivalent

_ The position is based in Denver, CO. Employees in this role are required to work from our headquarters 1 week per month, with periodic flexibility to work remotely. Must have availability to work weekends if needed. _

Additional Information

TRUEWERK is committed to providing fair and competitive compensation through a combination of base salary and performance-based bonuses. Other benefits include but are not limited to:

• 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 technology stipend
• Annual performance bonus
• Unlimited PTO policy
• 11 company holidays
• Hybrid working schedule
• Employee Assistance Program for mental health support
• Free workwear for you and discounts for friends and family!

Salary Range: $20.00–$22.00/hour

Applications for this role are expected to be accepted through June 6, 2025.

TRUEWERK is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at TRUEWERK are based on business needs, job requirements, and individual qualifications, without regard to race, color, age, religion, family or parental status, pregnancy, sex, gender identity, sexual orientation, national origin, disability, genetic information, or any other protected characteristic as outlined by federal, state, and local laws.