[Hiring] Customer Experience Specialist @YETI

Role Description

As a Customer Experience Specialist (Outfitter), you’ll be a trusted expert and problem-solver, delivering exceptional service and embodying our commitment to quality, innovation, and adventure. You’ll take full ownership of complex customer interactions, elevate team performance through example, and flex across a wide range of responsibilities to meet evolving business needs.

This role is ideal for someone who thrives in a fast-paced environment, embraces variety, and takes pride in being the go-to resource—the Swiss Army knife of the Customer Experience team.

What You’ll Do

• Deliver world-class service to every YETI customer, every time.
• Respond promptly and professionally across channels—phone, email, and social media—with warmth, clarity, and confidence.
• Own and resolve advanced customer inquiries, including:
  • Product education and troubleshooting
  • Warranty claims, returns, and order support
  • Inventory and fulfillment guidance
  • Custom artwork approvals and quotes
  • VIP order placement and personalized customer assistance
• Handle escalated situations with empathy, precision, and a highly personalized touch.
• Represent the YETI brand with integrity and enthusiasm in public-facing formats.
• Respond to public customer reviews with professionalism, empathy, and brand-aligned messaging.
• Moderate customer-uploaded images and text for custom drinkware to ensure alignment with YETI’s brand standards and content policies.
• Listen actively and empathetically to understand customer needs and deliver tailored solutions.
• Provide thorough follow-up when issues require deeper investigation or coordination.
• Solve complex or unique customer challenges with creativity and accountability.
• Lead by example in achieving team KPIs and productivity goals.
• Identify and champion improvements to customer-facing resources (website, printed materials) and internal tools (SOPs, FAQs, job aids).
• Execute high-impact assignments with minimal direction and maximum ownership.
• Collaborate cross-functionally to bring the customer voice into broader business initiatives.
• Act as a “Swiss Army knife” for the Customer Experience team—flexing across functions, channels, and priorities to meet evolving business needs.

Qualifications

• High school diploma required; college coursework or technical training preferred.
• Retail or consumer goods experience is a plus.
• Basic proficiency in CRM tools and Microsoft Office (Excel, Word, Outlook).
• Proven ability to lead by example and positively influence team culture.
• Comfortable flexing across multiple channels, systems, and priorities.
• Skilled multitasker with strong attention to detail and follow-through.
• Basic understanding of order management and accounting principles.
• Analytical mindset with a passion for understanding customer trends.
• Adaptable, proactive, and driven to exceed expectations in every interaction.

Benefits

• Click here to learn about the benefits and perks we offer at YETI.