Customer Care Associate
Tune Outdoor, Denver, CO, United States
Tune Outdoor is a leading manufacturer and innovator in the truck camper industry. We take pride in designing and producing high-quality, durable, and innovative truck campers that allow outdoor enthusiasts to experience the freedom of the open road while enjoying the comforts of home. Our commitment to excellence, passion for adventure, and dedication to sustainability drive our product development and business operations.
As a Customer Care Associate, you’ll be the first point of contact for Tune Outdoor customers who need help with warranty claims, returns, and post install product questions. You’ll learn our product line inside and out so you can confidently troubleshoot issues over phone, email, and chat, and you’ll take ownership of each case from first contact through resolution. This is a hands‑on role that’s ideal for someone who loves the outdoors, cares deeply about doing right by customers, and wants to build a foundation in customer experience with a fast‑growing brand.
What You’ll Do
Customer Care Issues & Returns
Process tickets, returns, exchanges, and refunds in accordance with Tune Outdoor policy, ensuring each case is handled accurately and fairly.
Evaluate product issues by reviewing customer descriptions, photos, and order history, and determine the appropriate resolution (repair, replace, refund, or credit).
Document every ticket clearly in HubSpot so product, quality, and operations teams can spot trends.
Partner with the warehouse and shipping teams on lost, damaged, or delayed packages and follow each case to resolution.
Conduct scheduled onsite visits with customers to diagnose and resolve all open issues pertaining to their camper.
Product Knowledge & Technical Support
Learn the Tune Outdoor product line in depth — materials, fit, features, assembly, and care — so you can answer pre‑ and post‑purchase questions with confidence.
Guide customers through setup, assembly, and troubleshooting over phone, email, and live chat, using clear, step‑by‑step instructions.
Recommend the right product, accessory, or replacement part based on how the customer plans to use their gear.
Build and maintain internal help articles, FAQs, and canned responses as new products launch or common questions emerge.
Surface recurring product issues and customer feedback to the product, quality, and marketing teams so we can keep improving.
Day‑to‑Day Customer Experience
Respond to inbound inquiries promptly and professionally, meeting team SLAs for first response time and resolution time.
Take ownership of each case from first contact through resolution, keeping the customer updated along the way.
Turn tough conversations around de‑escalate frustrated customers with empathy, clear information, and follow‑through.
Contribute to team goals around response time and first‑contact resolution.
Required Skills and Experience
High school diploma or equivalent.
Strong written and verbal communication skills; clear, friendly, and professional, even under pressure.
Comfort with computers and the ability to learn new software quickly (help desk tools, order management systems, spreadsheets).
A customer‑first mindset: patient, empathetic, and willing to go the extra mile to make things right.
Strong organizational skills and attention to detail — you can juggle multiple open cases without letting anything slip.
Dependable, punctual, and able to work full‑time on‑site.
Ability to travel as needed to resolve Customer Care issues.
Nice to Have
Prior experience in a customer‑facing role (retail, hospitality, call center, or similar).
Familiarity with help desk platforms such as HubSpot, HeyMarket & AirCall.
Hands‑on experience with outdoor gear; camping, hiking, overlanding, hunting, or similar.
Basic mechanical aptitude or comfort walking someone through an assembly or repair.
Pay
$57,784-$65,000 per year depending on experience
Full health, dental and vision employer paid insurance coverage after ~60 days
2 weeks of paid time off
$15k in employer paid life insurance
3% Simple IRA matching
Tune M1 Employee Marketing Program
Schedule
Mostly onsite, with flex WFH days available.
Supplemental pay types
Discretionary bonus pay based on Tune sales
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As a Customer Care Associate, you’ll be the first point of contact for Tune Outdoor customers who need help with warranty claims, returns, and post install product questions. You’ll learn our product line inside and out so you can confidently troubleshoot issues over phone, email, and chat, and you’ll take ownership of each case from first contact through resolution. This is a hands‑on role that’s ideal for someone who loves the outdoors, cares deeply about doing right by customers, and wants to build a foundation in customer experience with a fast‑growing brand.
What You’ll Do
Customer Care Issues & Returns
Process tickets, returns, exchanges, and refunds in accordance with Tune Outdoor policy, ensuring each case is handled accurately and fairly.
Evaluate product issues by reviewing customer descriptions, photos, and order history, and determine the appropriate resolution (repair, replace, refund, or credit).
Document every ticket clearly in HubSpot so product, quality, and operations teams can spot trends.
Partner with the warehouse and shipping teams on lost, damaged, or delayed packages and follow each case to resolution.
Conduct scheduled onsite visits with customers to diagnose and resolve all open issues pertaining to their camper.
Product Knowledge & Technical Support
Learn the Tune Outdoor product line in depth — materials, fit, features, assembly, and care — so you can answer pre‑ and post‑purchase questions with confidence.
Guide customers through setup, assembly, and troubleshooting over phone, email, and live chat, using clear, step‑by‑step instructions.
Recommend the right product, accessory, or replacement part based on how the customer plans to use their gear.
Build and maintain internal help articles, FAQs, and canned responses as new products launch or common questions emerge.
Surface recurring product issues and customer feedback to the product, quality, and marketing teams so we can keep improving.
Day‑to‑Day Customer Experience
Respond to inbound inquiries promptly and professionally, meeting team SLAs for first response time and resolution time.
Take ownership of each case from first contact through resolution, keeping the customer updated along the way.
Turn tough conversations around de‑escalate frustrated customers with empathy, clear information, and follow‑through.
Contribute to team goals around response time and first‑contact resolution.
Required Skills and Experience
High school diploma or equivalent.
Strong written and verbal communication skills; clear, friendly, and professional, even under pressure.
Comfort with computers and the ability to learn new software quickly (help desk tools, order management systems, spreadsheets).
A customer‑first mindset: patient, empathetic, and willing to go the extra mile to make things right.
Strong organizational skills and attention to detail — you can juggle multiple open cases without letting anything slip.
Dependable, punctual, and able to work full‑time on‑site.
Ability to travel as needed to resolve Customer Care issues.
Nice to Have
Prior experience in a customer‑facing role (retail, hospitality, call center, or similar).
Familiarity with help desk platforms such as HubSpot, HeyMarket & AirCall.
Hands‑on experience with outdoor gear; camping, hiking, overlanding, hunting, or similar.
Basic mechanical aptitude or comfort walking someone through an assembly or repair.
Pay
$57,784-$65,000 per year depending on experience
Full health, dental and vision employer paid insurance coverage after ~60 days
2 weeks of paid time off
$15k in employer paid life insurance
3% Simple IRA matching
Tune M1 Employee Marketing Program
Schedule
Mostly onsite, with flex WFH days available.
Supplemental pay types
Discretionary bonus pay based on Tune sales
#J-18808-Ljbffr