Customer Service Representative

Customer Service Representative

Outdoor Prolink is seeking a full-time Customer Service Representative to join our team based in Boulder, CO. We’re looking for a customer-first problem solver who’s comfortable working in a fast-moving e-commerce environment, enjoys building relationships, and isn’t afraid to dig into complex issues.

Outdoor Prolink is a members-only e-commerce platform serving professionals in the outdoor industry. With a community of 270,000+ outdoor pros, we rely on a strong customer experience to support both our members and our brand partners, and this role is a key part of making that happen.

About the role

As a Customer Service Representative, you’ll be responsible for owning the customer experience from question to resolution. This role goes beyond answering tickets - you’ll help solve complex order issues, work closely with brand partners, and contribute feedback that helps improve our systems and processes.

Employment type: Full-time, salaried
Work Location: Hybrid remote, 1-2 days per week required in our Boulder office
Compensation: Starting at $45,000-48,000 per year
Reports to: Customer Service Manager
Perks: Remote flexibility, 401K, health insurance, profit sharing eligibility, paid time off

What you'll do:

• Manage the customer support ticket queue and respond to member inquiries via email and phone
• Troubleshoot and resolve complex order and shipping issues
• Build and maintain relationships with our brand and manufacturing partners
• Act as a voice of the customer by identifying trends, issues, and opportunities for improvement
• Collaborate with internal teams and contribute feedback to our software and process development
• Use a variety of tools to do your job effectively (Zendesk, Excel, order processing systems, and more)
• Develop a working understanding of the outdoor and sporting goods marketplace

What we're looking for:

We think a great fit for this role is someone who brings curiosity, accountability, and a strong service mindset.You might be a great fit if you are:

• Customer-centric: You genuinely enjoy helping people and take pride in delivering a great experience
• A problem solver: You’re comfortable navigating ambiguity and finding creative solutions
• Analytical: You like digging into data and using it to spot patterns and improve how things work
• Proactive: You take ownership of issues and follow them through to resolution
• Self-directed: You’re motivated, organized, and comfortable working independently in a mostly remote environment

Experience:

• 2+ years of professional experience in customer service, operations, or a related role
• Experience using CRM or customer support tools (Zendesk or similar a plus)
• Background in the outdoor industry is a bonus, but not required

About Outdoor Prolink

Outdoor Prolink is a group of people who love the outdoors and the community that supports it. Climbing, skiing, hiking, traveling, coding, podcast-listening, and yes - taking snacks very seriously - are all part of the mix.

We work hard, collaborate often, and care deeply about building a great experience for outdoor pros and brands alike. Our team is primarily remote, with regular in-person time in our Boulder office to connect, collaborate, and build relationships. We value teammates who ask questions, take initiative, roll up their sleeves, and keep a positive attitude (and a sense of humor) along the way.

If you’re excited to wear many hats, learn quickly, and grow with a fast-moving company, you’ll feel right at home here.

To apply, email your resume and cover letter to allison.lano@outdoorprolink.com