Customer Experience Specialist, Workwear

Company Description

TRUEWERK, based in Denver, Colorado, is reimagining life and work in the trades by engineering the world’s most technically advanced, high-performance workwear. Today’s trade professionals rely on apparel that keeps them safe, comfortable, and capable of performing at their best. By innovating technical fabrics that deliver unmatched performance in hot weather - or that layer together effectively in cold and inclement conditions - TRUEWERK proudly supports the men and women across the trades who are building tomorrow.

TRUEWERK serves customers in the U.S. and Canada via , Amazon, and through our wholesale, retail, and enterprise sales partners. With about 50 hardworking employees, TRUEWERK is on a strong growth trajectory and is passionate about developing its people and culture in support of its mission.

TRUEWERK is looking for a passionate Customer Experience Specialist in Denver, CO to join our fast-growing, high-performance CX group. This role reports directly to the Senior Manager of Customer Experience and works cross-functionally with Product, Marketing, and Operations. Our ideal candidate is empathetic, independent, and comfortable using tools, resources, and sound logic to guide customers through post-purchase questions and gear selection.

This role is critical to our mission of retaining customers by providing best-in-class support, repairing relationships when necessary, and using creative problem solving to drive loyalty and long-term value. If you're a customer-first problem solver with a passion for helping people get into the right gear, we want to hear from you!

Want to learn about our gear? Watch our Workwear as a System video. ()

This position is based in Denver, CO. Employees in this role are required to work from our headquarters at least 1 week per month, with the flexibility to work remotely during other times. You must have the availability to work weekends if needed.

Put the Customer First

• Deliver timely, accurate, and empathetic support across phone, email, chat, and social channels, consistently meeting performance targets for first response time, quality assurance, and customer satisfaction (CSAT).
• Encourage self-service where appropriate while delivering high-touch, personalized support when needed.
• Foster trust and connection in every interaction, taking ownership of the customer experience and turning customers into TRUEWERK advocates.
• Help customers find the right gear for their needs, including fit guidance and identifying alternate solutions when availability or fit is limited.

Take Ownership and Deliver Results

• Own customer resolutions end-to-end, including returns, exchanges, order fulfillment issues, and general order support, ensuring timely follow-through and accurate outcomes.
• Provide creative solutions that balance customer satisfaction with business objectives and operational realities.
• Use Fresh Desk to manage, route, document, and categorize customer interactions to support reporting, visibility, and actionable insights.
• Use macros, Help Center content, and sound judgment to maximize efficiency, consistency, and quality.
• Work both independently and collaboratively in a dynamic, fast-paced environment while maintaining accountability for results.

Win as One Team

• Identify friction points in customer interactions and partner with coworkers, vendors, and business partners to improve tools, workflows, and processes across the customer journey.
• Share customer feedback, trends, and insights with Marketing, Product, and Operations to support continuous improvement of products, messaging, and processes.
• Provide additional support to wholesale and enterprise partners as needed to help resolve customer issues and support revenue-driving relationships.

Must Have

• 1 year experience in Customer Service or Customer Experience
• Inbound phone call handing experience
• Experience with customer support platforms (e.g., Gorgias, Zendesk, Freshdesk).
• Proficient with Mac OS and Google Workspace (Docs, Sheets, Drive)

Preferred

• Experience in ecommerce or with a direct-to-consumer (DTC) brand
• Call center experience with a focus on…