Customer Experience Specialist, Performance 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 TRUEWERK.com, 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.

Job Description

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. (https://youtu.be/UqAy82d3ewM)

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.  

ROLE & RESPONSIBILITIES
 

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 FreshDesk 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.

Qualifications

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 multichannel support (phone, sms, email, chat) 
• Familiarity with Shopify, NetSuite, Slack, Yotpo, and Loop (return software)
• Experience working in a hybrid or remote work environment

Bonus

• Experience with apparel, uniform, or outdoor products
• Familiarity, exposure, interest, or personal experience with the skilled trades
• Familiar with KPIs and metric-based customer service objectives

Work Location and Schedule 

• Candidates must be able to work in our Denver office a minimum of one week per month 
• Candidates must be able to work a 40-hour schedule that meets the needs of our customer and business. Our hours of operation are: Monday-Friday 7:00 AM - 6:00 PM & Weekends from 9:00 AM - 4:00 PM 

Additional Information

TRUEWERK is committed to providing fair and competitive compensation through a combination of base salary and performance-based bonuses. Other benefits include but are not limited to: 

• Employer-paid medical coverage
• Employer-paid dental coverage
• Optional vision coverage
• Employer-paid life and AD&D insurance
• Employer-paid short-term & long-term disability coverage
• Affordable coverage for dependents and domestic partners
• Additional out-of-pocket insurance options
• HSA account with employer contribution
• 401K with company match
• Monthly hybrid-work stipend
• Professional development reimbursement program
• Annual performance bonus
• Unlimited PTO policy
• 11 company holidays
• Employee Assistance Program for mental health support
• Free workwear for you and discounts for friends and family!

Salary Range: $22.00 - $24.00 per hour base pay + bonus

Applications for this role are expected to be accepted through January 9, 2026

TRUEWERK is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at TRUEWERK are based on business needs, job requirements, and individual qualifications, without regard to race, color, age, religion, family or parental status, pregnancy, sex, gender identity, sexual orientation, national origin, disability, genetic information, or any other protected characteristic as outlined by federal, state, and local laws.