Timezone: CET ±2 hours
Reports to: CEO
Works closely with: CX Team, Retention & E-commerce Manager
Growth Path: CX Lead / Head of Customer Experience
About the Company
We are a fast-growing Direct-to-Consumer (DTC) golf brand dedicated to designing and delivering premium golf equipment and accessories to players across global markets. Built by golfers, for golfers, our product ecosystem includes high-performance trolleys, bags, and modular accessories engineered to elevate the on-course experience.
With a strong reputation for quality, innovation, and customer satisfaction, we serve a passionate community of golfers who expect both exceptional products and world-class service. As we scale internationally and expand our product lines, we are looking for a Customer Experience Specialist who can represent the brand with authenticity, expertise, and care.
The Role
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:
o Order tracking and updates
o Shipping queries
o 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:
o Trolleys, bags, and accessories
o 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:
o Macros and templates
o Automation rules
o Ticket routing and prioritization
* Use AI tools to:
o Handle repetitive queries efficiently
o Maintain speed without compromising quality
* Document processes and maintain internal knowledge bases
Insights & Continuous Improvement
* Capture and share customer feedback and trends:
o Common product questions
o Pain points and objections
o Positive feedback and testimonials
* Collaborate with marketing and e-commerce teams to improve:
o Product pages
o FAQs
o 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
Working Style
* Fully remote, aligned with CET business hours
* Collaborative work environment with shared CX ownership
* Tools include:
o Shopify
o Richpanel / CX platform
o Slack
o Notion
* 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:
o Shopify (order management, refunds, customer data)
o 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