Customer Support Specialist

Sundial Outfitters sells outdoor gear online and in eight stores across the Mountain West. When an order shows up late, a tent arrives with a cracked pole, or someone can't tell which sleeping bag to trust for an October trip, they reach our support team. That's the job.

You'll handle 40 to 60 contacts a day over email, chat, and phone. Most are routine: order and shipping questions, returns, exchanges, warranty claims, and gear advice. Some aren't routine, and those are the ones that matter. We want someone who takes a problem and stays with it until it's actually fixed instead of passing it down the line.

What you'll be doing

• Answer customers over email, chat, and phone, and own each issue from the first message through to the fix.
• Process returns, exchanges, and warranty claims. Most are simple. When one falls outside the policy, work out what happened and find the best option you can offer before you escalate.
• Escalate the things that are genuinely above your call. Handle the rest yourself.
• Help people choose gear and use it: sizing, fit, care, what holds up and what doesn't.
• Keep your notes in Gorgias so the next person has the context. When the same problem keeps coming up (a size that runs small, a batch that keeps failing), tell us, so we fix the cause and not just the ticket.

What we're looking for

• A couple of years in a customer-facing support or service role. Retail, a contact center, or e-commerce support all count.
• Clear, easy-to-read writing and a calm phone manner.
• A habit of following through. You remember the open thing and you close it.
• Good judgment with a policy in front of you. You can hold the line and still treat people like people.
• You've used a help desk before (Gorgias, Zendesk, Intercom, or similar) and you're fine moving between channels.

Nice to have

• You actually use the gear. You camp, climb, hike, or paddle, and you can talk about it.
• Experience across phone, chat, and email, not just one.
• Spanish.

The details

• $24–$28 an hour, depending on experience.
• Hybrid: three days a week in our Boulder office, the rest from home.
• You'll report to our Support Lead and work with five other specialists.