Customer Service Representative
Outdoor Prolink, Boulder, CO, United States
Customer Service Representative
Outdoor Prolink is seeking a full-time Customer Service Representative to join our team based in Boulder, CO. We're looking for a customer-first problem solver who's comfortable working in a fast-moving e-commerce environment, enjoys building relationships, and isn't afraid to dig into complex issues. Outdoor Prolink is a members-only e-commerce platform serving professionals in the outdoor industry. With a community of 270,000+ outdoor pros, we rely on a strong customer experience to support both our members and our brand partners, and this role is a key part of making that happen. About the Role
As a Customer Service Representative, you'll be responsible for owning the customer experience from question to resolution. This role goes beyond answering tickets - you'll help solve complex order issues, work closely with brand partners, and contribute feedback that helps improve our systems and processes. Employment type: Full-time, salaried Work Location: Hybrid remote, 1-2 days per week required in our Boulder office Compensation: Starting at $45,000-48,000 per year Reports to: Customer Service Manager Perks: Remote flexibility, 401K, health insurance, profit sharing eligibility, paid time off What You'll Do:
Manage the customer support ticket queue and respond to member inquiries via email and phone Troubleshoot and resolve complex order and shipping issues Build and maintain relationships with our brand and manufacturing partners Act as a voice of the customer by identifying trends, issues, and opportunities for improvement Collaborate with internal teams and contribute feedback to our software and process development Use a variety of tools to do your job effectively (Zendesk, Excel, order processing systems, and more) Develop a working understanding of the outdoor and sporting goods marketplace What We're Looking For:
We think a great fit for this role is someone who brings curiosity, accountability, and a strong service mindset. You might be a great fit if you are: Customer-centric:
You genuinely enjoy helping people and take pride in delivering a great experience A problem solver:
You're comfortable navigating ambiguity and finding creative solutions Analytical:
You like digging into data and using it to spot patterns and improve how things work Proactive:
You take ownership of issues and follow them through to resolution Self-directed:
You're motivated, organized, and comfortable working independently in a mostly remote environment Experience:
2+ years of professional experience in customer service, operations, or a related role Experience using CRM or customer support tools (Zendesk or similar a plus) Background in the outdoor industry is a bonus, but not required About Outdoor Prolink
Outdoor Prolink is a group of people who love the outdoors and the community that supports it. Climbing, skiing, hiking, traveling, coding, podcast-listening, and yes - taking snacks very seriously - are all part of the mix. We work hard, collaborate often, and care deeply about building a great experience for outdoor pros and brands alike. Our team is primarily remote, with regular in-person time in our Boulder office to connect, collaborate, and build relationships. We value teammates who ask questions, take initiative, roll up their sleeves, and keep a positive attitude (and a sense of humor) along the way. If you're excited to wear many hats, learn quickly, and grow with a fast-moving company, you'll feel right at home here.
Outdoor Prolink is seeking a full-time Customer Service Representative to join our team based in Boulder, CO. We're looking for a customer-first problem solver who's comfortable working in a fast-moving e-commerce environment, enjoys building relationships, and isn't afraid to dig into complex issues. Outdoor Prolink is a members-only e-commerce platform serving professionals in the outdoor industry. With a community of 270,000+ outdoor pros, we rely on a strong customer experience to support both our members and our brand partners, and this role is a key part of making that happen. About the Role
As a Customer Service Representative, you'll be responsible for owning the customer experience from question to resolution. This role goes beyond answering tickets - you'll help solve complex order issues, work closely with brand partners, and contribute feedback that helps improve our systems and processes. Employment type: Full-time, salaried Work Location: Hybrid remote, 1-2 days per week required in our Boulder office Compensation: Starting at $45,000-48,000 per year Reports to: Customer Service Manager Perks: Remote flexibility, 401K, health insurance, profit sharing eligibility, paid time off What You'll Do:
Manage the customer support ticket queue and respond to member inquiries via email and phone Troubleshoot and resolve complex order and shipping issues Build and maintain relationships with our brand and manufacturing partners Act as a voice of the customer by identifying trends, issues, and opportunities for improvement Collaborate with internal teams and contribute feedback to our software and process development Use a variety of tools to do your job effectively (Zendesk, Excel, order processing systems, and more) Develop a working understanding of the outdoor and sporting goods marketplace What We're Looking For:
We think a great fit for this role is someone who brings curiosity, accountability, and a strong service mindset. You might be a great fit if you are: Customer-centric:
You genuinely enjoy helping people and take pride in delivering a great experience A problem solver:
You're comfortable navigating ambiguity and finding creative solutions Analytical:
You like digging into data and using it to spot patterns and improve how things work Proactive:
You take ownership of issues and follow them through to resolution Self-directed:
You're motivated, organized, and comfortable working independently in a mostly remote environment Experience:
2+ years of professional experience in customer service, operations, or a related role Experience using CRM or customer support tools (Zendesk or similar a plus) Background in the outdoor industry is a bonus, but not required About Outdoor Prolink
Outdoor Prolink is a group of people who love the outdoors and the community that supports it. Climbing, skiing, hiking, traveling, coding, podcast-listening, and yes - taking snacks very seriously - are all part of the mix. We work hard, collaborate often, and care deeply about building a great experience for outdoor pros and brands alike. Our team is primarily remote, with regular in-person time in our Boulder office to connect, collaborate, and build relationships. We value teammates who ask questions, take initiative, roll up their sleeves, and keep a positive attitude (and a sense of humor) along the way. If you're excited to wear many hats, learn quickly, and grow with a fast-moving company, you'll feel right at home here.