Customer Experience Specialist (Performance Apparel) at Truewerk

Denver, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Jul, 26

Salary

24.0

Posted On

06 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Inbound phone support, Freshdesk, Gorgias, Zendesk, Mac OS, Google Workspace, Shopify, NetSuite, Slack, Yotpo, Loop, Multichannel support, Order fulfillment, Technical workwear knowledge

Industry

Retail Apparel and Fashion

Description

Company Description At TRUEWERK, we believe craftsmanship is a mindset that should be applied to every endeavor. We value precision in the details, discipline in the process, and a commitment to excellence whether we’re building a house or a spreadsheet. We believe the people whose skilled, physical work keeps our society running deserve gear that mirrors the tremendous value they create. We meticulously design, test, and refine every product to optimize performance and reflect the pride and professionalism of the people who rely on it. We serve customers across the U.S. and Canada through TRUEWERK.com, Amazon, and a growing network of retail and enterprise partners. Backed by a dedicated team of about 50 employees and a strong growth trajectory, we’re building a company – and a culture – grounded in performance, integrity, and continuous improvement. Job Description We’re looking for a passionate, product-oriented Customer Experience Specialist in the Denver, Colorado area with a strong respect for the skilled trades to be an advocate for our customers. With a focus on anticipating customer needs, you’ll partner with internal and external teams to solve problems and deliver top-notch service at all customer touch points. This is an early- to mid-career position reporting to the Customer Experience Lead and working closely with the marketing, product, and enterprise teams to provide unparalleled customer support. Want to learn about our gear? Watch our Workwear as a System video. (https://youtu.be/UqAy82d3ewM) This is a full-time nonexempt (hourly) position requiring an in-office presence at our headquarters in Denver, Colorado at least one week per month, with the option to work remotely based on business needs. ROLE & 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. Qualifications Must Have 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) Familiarity, exposure, interest, or personal experience with the skilled trades Preferred Experience in ecommerce or with a direct-to-consumer (DTC) brand Familiarity with Shopify, NetSuite, Slack, Yotpo, and Loop (return software) Experience working in a hybrid or remote work environment Bonus Experience with apparel, uniform, or outdoor products Familiar with KPIs and metric-based customer service objectives Call center experience with a focus on multichannel support (phone, sms, email, chat) Work Location and Schedule Candidates must be able to work in our Denver office a minimum of one week per month Candidates must be able to work a 40-hour schedule that meets the needs of our customer and business. Our hours of operation are: Monday-Friday 7:00 AM - 6:00 PM & Weekends from 9:00 AM - 4:00 PM 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 (HDHP & PPO options) and dental plans Optional vision, pet, accident, cancer, critical illness, and hospitalization insurance Company-sponsored life, AD&D, short-term disability, and long-term disability coverage Affordable coverage for dependents and domestic partners HSA with monthly employer contribution FSA, dependent care, and commuter spending accounts Employee Assistance Program (free mental health, financial, and legal counseling) Professional development reimbursement program Volunteer and community-building opportunities 401(k) with company match Monthly hybrid work stipend Hybrid working schedule (with great snacks!) Annual performance bonus Unlimited PTO policy and paid company holidays Free workwear for you and discounts for friends and family! Salary Range: $22.00 - $24.00 per hour base pay + bonus Applications for this role are expected to be accepted through April 10, 2026 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. Compensation: USD 22 - USD 24 - hourly

Responsibilities

The Customer Experience Specialist will manage customer interactions via tickets, chats, and phone calls while proactively handling returns and order fulfillment. They will also collaborate with internal teams to identify friction points and share customer feedback to improve product and service quality.