About Rocky Talkie

Rocky Talkie launched in 2019 with its signature product, a backcountry radio made for climbers and skiers. Since then, Rocky Talkie has launched multiple best-in-class products and has grown quickly in the handheld radio industry. We are committed to making easy-to-use, durable, high-performance products for the backcountry and to supporting our customers. Rocky Talkie has a rapidly growing base of happy customers in North America and recently expanded to the EU. We design our products for use in extreme conditions, and our radios have been adopted by a wide variety of outdoor enthusiasts and commercial applications. We have a small, passionate, and highly motivated team with a deep understanding of our customers and outdoor communications. We would love your help in bringing Rocky Talkie to a new generation of customers.

Our team is driven every day by the belief that better communication in the backcountry will save lives. As part of this mission, we donate $2 per radio sold to search-and-rescue teams across the country.

The Role

We are seeking a service-minded individual to join our Customer Experience team.

This role is focused on building strong relationships with customers by providing thoughtful technical support, educational resources, and compassionate responses across a variety of channels. Since the beginning, Rocky Talkie has built a reputation for going above and beyond in customer support, and this role is central to maintaining that standard.

You will become a technical expert on our radios and help guide customers through product questions, troubleshooting, outdoor use cases, and purchase decisions.

As a small and fast-growing company, every team member may occasionally help in areas outside their primary role. This could include supporting our fulfillment team during busy periods, assisting at outdoor events or expos, or contributing to other projects that support the company's growth.

What Success Looks Like

Success in this role means helping customers feel supported, informed, and excited about using their Rocky Talkie radios.

Examples include:

Carefully reading and evaluating customer messages to provide thoughtful, educational responses tailored to their situation
Developing your own authentic communication style within the Rocky Talkie brand voice
Going above and beyond expectations to create meaningful interactions with customers
Becoming a trusted expert on our radios and confidently answering both technical and brand questions

Examples of this might include:

Helping a customer choose the right radio setup for activities such as skiing, hunting, climbing, or canyoneering
Explaining radio range and factors that impact performance in the field
Suggesting additional considerations, like repeater compatibility, when customers ask about extended range
Using your own experiences with the radios (or learning from others on the team) to provide real-world guidance

Key Responsibilities

Customer Support & Communication

Respond to customer inquiries across all CRM, including but not limited to Gorgias email, tickets, live chat, SMS, phone, and Amazon marketplace messaging
Assist customers with product questions, troubleshooting, warranties, returns, order status, and shipping inquiries
Guide customers through both pre-purchase decisions and post-purchase support
Maintain a deep understanding of Rocky Talkie products and how customers use them in real outdoor environments
Moderate reviews and product questions on e-commerce platforms such as Amazon and Okendo
Partner with the fulfillment team to resolve order issues such as shipping errors or order edits
Identify recurring customer issues and share insights with product, operations, and marketing teams

Customer Advocacy

Act as a voice for the customer by identifying recurring questions, product feedback, and areas where customers experience friction
Document and share customer insights with the broader team to help improve products and processes

Process Improvement

Tag and categorize customer tickets appropriately for reporting and analysis in Gorgias and Shopify
Maintain internal team logs capturing customer feedback and product insights
Work with CX leadership to identify opportunities to improve the customer journey

Team Collaboration

Communicate consistently with teammates and collaborate closely with operations, product, and marketing teams via Slack, video, and within the CRM systems
Support initiatives that help scale Rocky Talkie's customer support as the company continues to grow

Bonus Experience

Experience using customer support platforms such as Gorgias
Experience working with additional platforms such as Shopify, Shipstation, Amazon, Okendo.
Experience in the outdoor industry, product marketing, or communications
Outdoor sports enthusiast
Experience with or interest in radios or technical outdoor gear

Requirements

Exceptional written communication and grammar skills
Strong ability to communicate clearly and empathetically with customers using Rocky Talkie brand tone
Ability to learn technical product details quickly and explain them in simple, customer-friendly language
Ability to work independently in a remote environment while staying highly responsive and collaborative
Confidence navigating multiple systems at once while maintaining accuracy and warmth in customer communication
Strong organizational skills and attention to detail
Comfortable managing multiple tasks in a fast-paced environment
Ability to implement feedback quickly and continuously improve
Ability to quickly learn all aspects of the customer experience process in a remote environment
A high level of energy, curiosity, and adaptability

Benefits

Healthcare Plan (Medical, Dental, and Vision
Retirement Plan with Matching
Paid Time Off (Vacation, Sick, and Holidays)
Paid Family Leave (Maternity, Paternity)
Paid Short Term & Long Term Disability
Performance-Based Bonus
And of course, plenty of Rocky Talkie gear to fuel your next adventure!

Pay Range: $21-$25 per hour. Final compensation will depend on experience, skills, and alignment with the role.

Applications will be reviewed on a rolling basis. We anticipate accepting applications until April 15, 2026, though the position may close earlier if a strong candidate is identified.

Rocky Talkie

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