Customer Experience Manager

Our Company

Rocky Talkie launched in 2019 with its signature product, a backcountry radio made for climbers and skiers. Since then, we have launched multiple best-in-class products in the adventure sports industry. We are dedicated to developing user-friendly, high-performance products for the backcountry. Rocky Talkie has a rapidly growing base of happy customers in the USA and Canada, and we are expanding into Europe. We design our products to help people in extreme conditions, and our radios have been adopted for a wide range of outdoor activities and commercial applications. We have a small, passionate, and highly motivated team with a deep understanding of our customers.

At Rocky Talkie, we’re driven by the belief that better communication in the backcountry can save lives. As part of this mission, we donate $2 per radio sold to search-and-rescue teams, supporting those who help keep outdoor communities safe.

The Role

Rocky Talkie is looking for a Customer Experience Manager to lead and evolve our CX function as we continue to grow. This role is a blend of team leadership, operational improvement, and hands-on support-focused on delivering a thoughtful, high-quality experience to every customer who reaches out to us.

You’ll lead and support our Customer Experience team while continuously improving the systems, workflows, and tools that help our support operations run smoothly as Rocky Talkie grows. This role stays connected to the day-to-day experience, stepping in to support complex customer situations while also identifying patterns and opportunities to improve the overall customer journey.

You’ll partner closely with Product, Engineering, Operations, and Marketing to surface customer insights, improve processes, and help ensure our products and support experience meet the needs of both our outdoor and professional users. As Rocky Talkie continues expanding globally, you’ll also help shape how CX operates across regions, time zones, and support channels.

This role is a great fit for someone who enjoys developing teams, improving systems, and staying close to real customer interactions-someone who cares deeply about both the details and the bigger picture of the customer experience.

Key Responsibilities:

Lead & Develop the CX Team

• Lead, coach, and develop a high-performing Customer Experience team
• Build structured onboarding and ongoing training programs
• Establish clear performance expectations, feedback rhythms, and development paths
• Foster a supportive, accountable, and customer-first team culture
• Help team members grow their skills, confidence, and ownership
• Model excellent communication and problem-solving
• Stay connected to day-to-day CX operations

Scale CX Operations & Processes

• Identify operational gaps and build scalable CX workflows
• Create documentation, playbooks, and systems in CX that improve consistency and efficiency across the company
• Improve response quality, resolution ownership, and overall customer satisfaction
• Balance operational efficiency with a high-touch, human-centered customer experience
• Track and report key performance indicators (KPIs) related to customer satisfaction and experience.
• Optimize how the team uses CX platforms including Gorgias, Shopify, ShipStation, Amazon Seller Central, and Okendo

Content & Process Improvement

• Create and implement Macros, rules, and tags in Gorgias to optimize the customer experience.
• Collaborate with relevant departments to address recurring customer issues.
• Gather, analyze, and interpret customer feedback from various channels. Analyze customer journey data to identify pain points and areas for enhancement.

Build a Global CX Function

• Support CX operations as Rocky Talkie expands internationally
• Improve workflows across regions, time zones, and customer needs
• Partner cross-functionally with Product, Engineering, Operations, and Marketing teams
• Surface customer insights that influence product and operational decisions

Customer Inquiries

• Maintain comprehensive knowledge of existing and new products to assist customers effectively.
• Use real customer interactions to guide training and continuous improvement
• Step in to support complex escalations or sensitive customer situations
• Receive and respond to customer inquiries related to product, warranty returns, order statuses, and shipment questions across all CRM platforms
• Moderate reviews and questions for all direct-to-consumer channels. 

Requirements

• 5–8  years in Customer Experience, Customer Support, or related roles
• 3–5  years leading or managing CX or Support teams
• Experience scaling CX operations in a growing company
• Experience supporting consumer electronics, hardware, or technical products
• Experience managing warranty, repair, or post-purchase service programs
• Global or international customer support experience preferred
• Experience working cross-functionally with Operations, Product, or Engineering teams

Bonus Experience:

• Experience in the outdoor industry, product marketing, or communications
• Outdoor sports enthusiast
• Experience with or interest in radios

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!

Salary: $85-100K/ year (range based on experience) + performance-based bonus