[Hiring] Customer Experience Specialist @Activate Talent

Role Description

This is not a traditional support role. As a Customer Experience Specialist, you will be the frontline voice of the brand — engaging with customers before and after purchase, guiding them through product decisions, and ensuring every interaction reflects the premium nature of our offering.

You will combine deep product knowledge of golf equipment with strong customer service instincts to deliver a seamless, high-touch experience. You understand that in DTC, customer experience is brand experience.

Beyond handling tickets, you will play a key role in improving processes, optimizing CX tools, and contributing insights that shape product, marketing, and retention strategies.

Key Responsibilities

• Customer Experience (Day-to-Day)
  • Manage customer interactions across email, live chat, social media, and WhatsApp
  • Handle the full order lifecycle via Shopify:
    • Order tracking and updates
    • Shipping queries
    • Returns, refunds, and exchanges
  • Resolve issues with professionalism, empathy, and efficiency
  • Maintain consistent, high-quality communication aligned with a premium brand voice
  • Identify when to escalate or provide a more personalized experience (e.g., calls or tailored solutions)
• Product Expertise & Commercial Support
  • Provide pre-sales guidance based on genuine knowledge of golf equipment and player needs
  • Advise customers on:
    • Trolleys, bags, and accessories
    • Product compatibility and ecosystem benefits
  • Identify natural upsell and cross-sell opportunities without being pushy
  • Translate technical product features into clear customer benefits
  • Engage credibly with golfers of varying skill levels
• CX Operations & Tooling
  • Manage and optimize CX workflows using tools like Richpanel, Gorgias, or Zendesk
  • Improve:
    • Macros and templates
    • Automation rules
    • Ticket routing and prioritization
  • Use AI tools to:
    • Handle repetitive queries efficiently
    • Maintain speed without compromising quality
  • Document processes and maintain internal knowledge bases
• Insights & Continuous Improvement
  • Capture and share customer feedback and trends:
    • Common product questions
    • Pain points and objections
    • Positive feedback and testimonials
  • Collaborate with marketing and e-commerce teams to improve:
    • Product pages
    • FAQs
    • Retention strategies
  • Contribute to improving overall customer journey and satisfaction
• Team Growth & Leadership (Future Scope)
  • Support onboarding and training of new CX team members
  • Help define CX standards, tone of voice, and best practices
  • Take ownership of CX performance metrics and reporting
  • Grow into a leadership role as the team expands

Qualifications

• Active golfer with hands-on experience using golf equipment (trolleys, bags, accessories, etc.)
• Strong understanding of the golfing ecosystem and player needs
• Proven experience in Customer Experience / Customer Support within a DTC or e-commerce environment
• Fluent in English (written and spoken)
• Proficiency in at least one additional language (Dutch, German, or French preferred)
• Experience with:
  • Shopify (order management, refunds, customer data)
  • CX platforms (Richpanel, Zendesk, Gorgias, or similar)
• Strong communication skills with the ability to balance service and sales
• Ability to remain calm and professional under pressure
• Detail-oriented with strong process discipline
• Comfortable adopting and using AI tools for workflow efficiency

Nice to Have

• Experience in premium/luxury product environments
• Background in golf retail or equipment sales
• Familiarity with Klaviyo or retention marketing tools
• Experience building or optimizing CX processes
• Additional European language proficiency