Customer Experience Specialist, Hybrid

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.

We’re looking for a passionate, product-oriented Customer Experience Specialist in the Denver, Colorado area with a strong respect for the skilled trades to be an advocate for our customers. With a focus on anticipating customer needs, you’ll partner with internal and external teams to solve problems and deliver top-notch service at all customer touch points. This is an early- to mid-career position reporting to the Customer Experience Manager and working closely with the marketing, product, and enterprise teams to provide unparalleled customer support.

Want to learn about our gear? Watch our Workwear as a System video. (https://youtu.be/UqAy82d3ewM)

This is a full-time nonexempt (hourly) position. In this role, you will work from our headquarters in Denver, Colorado a minimum of one week per month, with the option to work remotely based on business needs.

ROLE & RESPONSIBILITIES

• Make their day: Create stellar interactions with our customers by enthusiastically responding to tickets, chats, and phone calls and routing customer inquiries in FreshDesk to continue to deliver Truewerk’s promise of industry-leading customer service.

• Own it: Delight your customers by proactively managing returns, exchanges, and order fulfillment on the direct-to-consumer side of the business. Spread the love by diving into ways you can provide additional support to our enterprise and sales teams when needed.

• Collaborate: Identify friction points in your day-to-day work and partner with coworkers, vendors, and business partners to streamline and improve the tools and processes that impact the customer journey.

• Bring it home: Share customer feedback with our marketing, sales, product, and operations teams to help us continuously improve our technical workwear systems based on your first-hand insight into our customers’ experiences. 

Our ideal candidate will be passionate about apparel and focused on helping our product grow. We’re welcoming all candidates, and see a great opportunity here for someone transitioning from retail, tradework, or the outdoor industry. Calling all climbers, bikers, camping enthusiasts, mechanics, construction workers, tree climbers, and outdoor fashionistas… we want to talk to you!

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 

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.