Customer Experience Specialist

is seeking a highly motivated, experienced and driven Customer Experience Specialist to join our Customer Experience Team at our headquarters in Burnsville, MN. This is a full-time, permanent position (40 hours per week) with hourly pay and a comprehensive benefits package.

Our Service Operations Team is the backbone of the customer experience at  — the leading online firearms marketplace. In this role, you will independently manage a high volume of complex customer cases across email and digital channels, delivering prompt and correct resolutions that uphold our reputation for outstanding service.

You are not just resolving cases — you are owning outcomes. You will handle various situations with sound judgment, coordinate cross-functionally to drive resolution, and contribute to continuous improvement of our workflows and service standards.

Job Responsibilities:

Customer Support & Case Resolution

• Manage a high volume of inbound customer email inquiries with professionalism, accuracy, and efficiency
• Independently resolve complex customer issues including dispute resolution, fraud prevention, order corrections, return requests, shipping concerns, and general post-purchase support
• Research and resolve customer concerns using internal systems and workflows
• Coordinate with fulfillment teams and internal departments to drive prompt resolution of order-related issues
• Serve as a resource to teammates on complex case types and best practices

Order & Operations Management

Facilitate order management, fulfillment, returns, and inventory-related inquiries

• Proactively engage with dealer partners and related businesses to support order resolution
• Maintain accurate customer records and case documentation within Zendesk and related platforms
• Follow established customer support procedures, compliance standards, and service level expectations

Quality & Continuous Improvement

• Contribute to maintaining strong response times and service standards, especially during peak periods
• Provide clear, accurate, and timely feedback in cross-functional team meetings
• Champion a customer-first mindset and help drive ’s mission of delivering the best online firearms marketplace experience.

Required Experience/

Skills:

• Demonstrated ability to independently resolve complex, multi-step customer issues with strong judgment
• Excellent written communication skills — clear, professional, and empathetic across digital channels
• Active listening skills with the ability to de-escalate tense situations and find win-win resolutions
• Strong conflict resolution and negotiation skills in high-pressure or high-stakes situations
• Proficiency in MS Office Suite and common business software applications
• Keyboarding ability of at least 40 WPM with high accuracy
• Exceptional ability to organize and prioritize a high-volume workload in a deadline-driven environment
• Consistent availability for the required shift

Preferred Experience:

• 3+ years of customer service experience, preferably in a contact center or e-commerce environment
• Experience with e-commerce platforms, order management systems, and fulfillment workflows
• Proficiency in Zendesk or comparable customer service platform
• Background in fraud prevention, dispute resolution, or chargeback management
• Familiarity with customer service contact center technologies and quality assurance processes
• Firearms industry knowledge, interest, and/or experience is a significant plus
• Experience acting as a team lead, trainer, or subject matter expert in a customer service setting

Why should you consider joining the  team?

offers competitive wages commensurate with skills and experience and a comprehensive benefits package including:

• Medical and dental insurance
• Life insurance
• Short- and long-term disability
• Flexible spending accounts
• Paid time off accrued monthly with annual rollover hours
• Paid holidays
• Employee discount

is grounded in a collaborative and supportive team-based culture, with a business casual work environment. Our Customer Service Team work in our state-of-the-art Support Center in Burnsville, MN, featuring a full kitchen and break area — with all the gourmet coffee you can drink.

* If you are a seasoned customer service professional who thrives on solving complex problems, takes ownership of outcomes, and wants to be part of a fast-growing company in a unique industry — we want to hear from you.*

Job Type: Full-time – In Person

Rate of Pay: $19.00 - $23.00 per hour

Work Location:

Burnsville, MN - in person from 8am – 4:30pm Monday – Friday

Job Type: Full-time

Pay: $19.00 - $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Work Location:

In person