Customer Experience Specialist, Performance Workwear

Truewerk•Denver, CO

1d•$22 - $24•Hybrid

About The Position

TRUEWERK is looking for a passionate Customer Experience Specialist in Denver, CO to join our fast-growing, high-performance CX group. This role reports directly to the Senior Manager of Customer Experience and works cross-functionally with Product, Marketing, and Operations. Our 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! Want to learn about our gear? Watch our Workwear as a System video. (https://youtu.be/UqAy82d3ewM) This position is based in Denver, CO. Employees in this role are required to work from our headquarters at least 1 week per month, with the flexibility to work remotely during other times. You must have the availability to work weekends if needed.

Requirements

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)

Nice To Haves

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
Experience with apparel, uniform, or outdoor products
Familiarity, exposure, interest, or personal experience with the skilled trades
Familiar with KPIs and metric-based customer service objectives

Responsibilities

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).
Encourage self-service where appropriate while delivering high-touch, personalized support when needed.
Foster trust and connection in every interaction, taking ownership of the customer experience and turning customers into TRUEWERK advocates.
Help customers find the right gear for their needs, including fit guidance and identifying alternate solutions when availability or fit is limited.
Own customer resolutions end-to-end, including returns, exchanges, order fulfillment issues, and general order support, ensuring timely follow-through and accurate outcomes.
Provide creative solutions that balance customer satisfaction with business objectives and operational realities.
Use FreshDesk to manage, route, document, and categorize customer interactions to support reporting, visibility, and actionable insights.
Use macros, Help Center content, and sound judgment to maximize efficiency, consistency, and quality.
Work both independently and collaboratively in a dynamic, fast-paced environment while maintaining accountability for results.
Identify friction points in customer interactions and partner with coworkers, vendors, and business partners to improve tools, workflows, and processes across the customer journey.
Share customer feedback, trends, and insights with Marketing, Product, and Operations to support continuous improvement of products, messaging, and processes.
Provide additional support to wholesale and enterprise partners as needed to help resolve customer issues and support revenue-driving relationships.