[Hiring] Burton Guide Summit Team @Burton

Role Description

As a Summit Guide (aka Supervisor or Lead) at Burton, you will:

• Lead and coach five to ten Basecamp Guides in support of their daily work across calls, chats, and emails.
• Train the larger Guides team on product and policy across Burton and Anon Optics.
• Lead one to three larger areas of focused work within the supervisory team (e.g., Performer Program, Warranty, Manual Refunds).
• Rotate weekly as the Summit on Duty (SOD), managing queues and the entirety of Basecamp.
• Work closely with the North American service manager.
• Handle customer contacts directly in the off-season and partner with your manager and/or peers on process improvement.

Qualifications

• Two full winter seasons on this team, one of which must have been Winter 2025/2026 for the changeover to Gorgias.
• Ability to proactively surface gaps in processes, hiccups in training, or unclear communication.
• Respectful engagement with peers as part of a team.
• Ability to resolve escalations and differentiate between decisions that require approval.
• Understanding of customer service and business metrics.
• Strong ability to prioritize and re-prioritize tasks.
• Model platinum-level customer interactions and coach others to achieve that model.
• Coach Basecamp to see how their roles drive real value.
• A growth mindset to thrive in a fast-moving team environment.

Benefits

• Health insurance (medical, dental, and vision).
• Life insurance (company paid).
• Flex spending.
• Short- and long-term disability insurance (company paid).
• Great parental benefits.
• 401k plan with company match.
• HSA with company contribution.
• Fitness reimbursement.
• Paid time off.
• Season pass or reimbursement, ride days, and pro deals.
• Gear credit through our seasonal incentive program.
• Opportunities to join mentoring networks or action groups.

Work Location

Burton Snowboards is currently able to hire for this position in the following states:

• California
• Colorado
• Connecticut
• Washington D.C.
• Florida
• Idaho
• Illinois
• Maryland
• Massachusetts
• Montana
• Nevada
• New Hampshire
• New York
• North Carolina
• Oregon
• Pennsylvania
• Rhode Island
• Utah
• Vermont
• Washington
• West Virginia
• Wisconsin

Candidates MUST reside in one of these locations at the time of hire.