Customer Experience Specialist Full Time NEW

Main Purpose & Challenges

We’re looking for someone to deliver a best-in-class customer experience across every touchpoint — chat, email, phone, SMS, social — and own that interaction from start to finish. You’ll be the go-to for helping customers with everything from product questions to purchase support, with a key focus on surfboards and surf hardware.

You’ll back multiple brands but spend the bulk of your time with Firewire and Slater Designs customers. That means deep surfboard knowledge, strong understanding of surf accessories, and a finger on the pulse of where board design and tech are headed.

This role is based in-office, five days a week, with the expectation you’ll be hands-on across operations, sales support, and the broader customer experience.

Key Responsibilities

Customer Contacts

• Deliver an exceptional customer experience across all channels

• Hit KPIs and always look to exceed expectations

• Be the expert — stay sharp on product knowledge with a focus on surfboards, shapes, and surf hardware

• Handle warehouse pickups for online orders, using them as upsell opportunities

• Always rep the brands with the right attitude and professionalism

Sales Support

• Maintain integrity of the DTC order book (non-wholesale)

• Process eComm orders for shipping and fulfillment

• Handle cash sale payments via ERP system, support delivery to customers

• Take ownership of demo fleet inventory — manage check-out/check-in with full accountability

• Support Firewire events that are consumer-facing when required

Operational Effectiveness

• Stay up to speed on platforms and tech required for the role

• Communicate product and brand feedback clearly and regularly

• Share ideas to improve systems and processes

• Follow all company policies and procedures

Personal Expectations

• Sound judgment in decision making

• Strong communicator, confident with people

• High integrity and respect for others

• Comfortable with change and shifting business needs

• Able to juggle multiple tasks at once

• Take on other duties as directed by your supervisor

What You’ll Need

• Positive outlook and solid work ethic

• Ability to separate work and life, manage stress

• At least 1 year experience in a direct-to-consumer customer experience role

• Strong knowledge of surfboard shapes, construction, key brands, and current trends

• Flexibility to work select weekends and holidays

• High school education or equivalent preferred

Tagged as: california, carlsbad, customer service, outerknown