Customer Experience Specialist
About The Position
Hyperlite Mountain Gear packs, shelters, and accessories have been deep in the Grand Canyon, to the summits of Everest and K2, and along the world's most iconic thru-hikes. Customers contact us because their trip depends on this gear, and this role treats every message accordingly. You'll be the front line of communication with Hyperlite customers and the day-to-day owner of returns and bulk order intake. Because you're closest to what customers experience, you're also the source of the insight that improves our products, communications, and policies. This role touches nearly every part of the business. You'll work alongside Marketing, Shipping, R&D, and Wholesale, build deep knowledge of our gear and materials, and see firsthand how customer feedback shapes what we build.
Requirements
- Practical, firsthand knowledge of lightweight hiking, camping, and backcountry skills. This role can't be learned from a product sheet.
- At least 1 year in customer service, retail sales, or operations, ideally direct-to-consumer.
- Clear, polished written communication that's warm and concise at the same time, including in public-facing responses.
- Sound judgment within guidelines, and the discernment to escalate rather than improvise when something falls outside them.
- An eye for patterns, plus the instinct to bring what you notice in customer questions, complaints, and returns to the teams who can fix the root cause.
- Organized and thorough in managing a varied workload; comfortable handling a high volume of open items without letting any slip.
- Quick to learn new platforms; proficient in Google Workspace and Microsoft Office.
Nice To Haves
- Hands-on experience with Hyperlite Mountain Gear products.
- Experience with Shopify, Gorgias, Loop, or Okendo.
- Advanced backcountry experience such as thru-hiking, alpine climbing, packrafting, or expedition travel.
Responsibilities
- Answer customer questions by email, chat, and phone, covering orders, shipping, sizing guidance, account issues, and gear recommendations for specific trips and conditions.
- Meet first-response and resolution targets while giving answers that are accurate and thorough.
- Escalate complex or sensitive cases with full context and route inquiries to the right team.
- Manage product reviews and customer Q&A on our site.
- Manage return and exchange requests, from approval through refund, store credit, or replacement.
- Receive and inspect returned gear for use, wear, and damage, and determine whether each item can be restocked.
- Monitor return reasons and flag recurring issues, like sizing confusion or a common defect, to the teams who can address them.
- Respond to first-contact outreach from prospective retail partners before handing off to the Wholesale team.
- Handle intake and quoting for standard bulk, government, and military orders, and coordinate fulfillment across teams.
Benefits
- Substantial discount on everything we sell
- Discounts with other outdoor gear brands
- Paid holidays, PTO, and vacation
- Health, vision, and dental insurance, available the first of the month after 60 days of employment respectively. Company participated.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
