Customer Experience & Community Specialist - Rock Climbing Industry Escape Climbing Little Canada, MN Job Details Full-time $24 - $26 an hour 20 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Vision insurance 401(k) matching Employee discount Qualifications Community management Content marketing Direct sales Root cause analysis Lean management Full Job Description You'll be the voice of our brand and the direct connection between our customers and our team. This position owns the full customer journey from answering questions, processing orders, following up after delivery, and making sure every interaction ends with a customer who feels taken care of. Beyond day-to-day support, this role also runs two of our most visible community-facing programs: our sponsored athlete program and our demo shoe program. The ideal candidate is organized, analytical, and a natural communicator who genuinely enjoys solving problems. Real climbing and routesetting experience matters here, you'll be recommending products, educating customers on end use, and connecting the right gear to the right person. Comfort with information systems, order paperwork, and sales conversations is essential. During peak holiday season, this role pitches in with the shipping team to keep orders moving. Year-round, you'll be expected to spot inefficiencies and apply LEAN thinking to improve how we work. Core Responsibilities Customer Support & Sales Respond promptly to customer inquiries across email, phone, social media, and marketplace platforms Answer product questions covering installation, safety, sizing, and intended use Guide customers through ordering and payment Monitor shipments, chase down delayed orders, and keep customers informed on delivery status Check in with customers post-delivery to close the loop on their experience Coordinate with our third-party manufacturers on order updates and warranty claims Submit orders to internal production and outside manufacturing partners for fulfillment Set realistic delivery timelines with production and communicate them to customers Help book shipments for delivery Work with customers to mitigate warranty problems where everyone is happy. Athlete & Demo Programs Manage our sponsored athlete program - onboarding athletes, coordinating gear and product support, tracking commitments, and serving as their main point of contact Run the demo shoe program end to end: managing the demo fleet, coordinating shipments to gyms, events, and retail partners, tracking returns, and keeping inventory in demo-ready condition Gather feedback from athletes and demo participants and route it to the product and sales teams Content & Brand Work with our marketing team to make proactive educational content - product page copy, blog posts, and video — that answers customer questions before they're asked Represent our brand voice consistently and keep messaging on-brand in every customer touchpoint Growth & Improvement Help in our marketing efforts by managing ad spend Identify root causes of order errors and defects and work to eliminate them Build workflows and policies that improve speed and efficiency without compromising quality, safety, or the customer experience Help train and support new and existing team members Continuously look for better ways to work and bring improvement ideas forward

Position Details Job Type:

Full-time Shift:

Day shift, 8 hours

Work Location:

In person — Saint Paul, MN 55117 (relocation before start date required) Benefits Health, dental, and vision insurance 401(k) with company matching Paid time off Employee discount If you love climbing, love talking to climbers, and want a role where great communication and community building are the whole job, we'd love to hear from you!! Please submit a cover letter with your application.

Pay:

$24.00 - $26.00 per hour

Benefits:

401(k) 401(k) matching Employee discount Health insurance Paid time off Parental leave

Work Location:

In person