Customer Experience Specialist

ABOUT onX

As a pioneer in digital outdoor navigation with a suite of apps, onX was founded in Montana, which in turn has inspired our mission to awaken the adventurer inside everyone. With more than 300 employees located around the country working in largely remote / hybrid roles, we have created regional “Basecamps” to help remote employees find connection and inspiration with other onXers. We bring our outdoor passion to work every day, coupling it with industry-leading technology to craft dynamic outdoor experiences.

Through multiple years of growth, we haven’t lost our entrepreneurial ethos at onX. We offer a fast-paced, growing, tech-forward environment where ownership, accountability, and passion for winning as a team are essential. We value diversity and believe it leads to different perspectives and inspires both new adventures and new growth. As a team, we’re hungry to improve, value innovation, and believe great ideas come from any direction.

WHAT YOU WILL DO

onX is seeking a Customer Experience Specialist with a passion for helping all customers to find their way and place in the outdoors. The Customer Experience team provides personalized support that meet the needs of each person, whether they are planning their first trip or an adventure of a lifetime. This role will serve as a guide to onX customers, sharing our love of wild places through uncomplicated and informative support experiences that build confidence.

As an onX Customer Experience Specialist, you will be responsible for providing best-in-class support to onX customers through multiple channels, including phone, email, sms, and live chat. Your written and verbal communication skills are advanced. You are tech-savvy and your ability to educate and interact with people from all walks of life with varying technical abilities is exceptional. You will be resourceful in uncovering customer-facing issues and identifying creative solutions, all while leveraging the technologies at your disposal. You will be joining a fun and dedicated team focused on supporting each other and constantly growing product knowledge and expertise. This is a great opportunity to be a part of a dynamic startup focused on making an impact on the business, and a growing Customer Experience team. This position will report to a Customer Experience Manager. 

As an onX Customer Experience Technician, your essential job duties and responsibilities will look like: 

(Essential Job Duties)

• Serve as the main point of contact for onX customers via phone, email, sms, or live chat       
• Achieve expertise in the onX product suite quickly in order to efficiently advise customers regarding the product's proper use and best practices
• Solve complex customer issues by using the toolset provided
• Play a vital role in product development by documenting and sharing end-user suggestions and issues
• Maintain a high satisfaction rating while always acting in the customer's best interest
• Advocate for comprehensive solutions to customer-facing problems 
• Upsell our product when beneficial to the customer; incentive pay eligible

(Non-Essential Duties)

• Potential to represent onX at community events and industry trade shows 
• Off-site product testing
• Other duties as assigned

WHAT YOU’LL BRING

• One (1) to three (3) years experience in a customer service or related position
• Exceptional interpersonal skills; ability to be the customer’s advocate
• Experience working in a fast-paced environment
• Ability to problem-solve and think on your feet
• onX product knowledge

ADDED BONUSES

Though not required, we would be thrilled to consider candidates with any of the following:

• Bachelor’s Degree preferred
• Call center experience
• Passion for the outdoors
• Experience working with customer service software
• Ability to maintain a flexible schedule during hunting seasons, including scheduled coverage on Saturday or Sunday
• Organized, detail-oriented, and a multi-tasker
• Motivated and positive attitude

WHERE YOU CAN WORK

Montana required. onX’s corporate offices are located in Missoula and Bozeman, Montana; it is required that this team member be located within a reasonable distance from an office for occasional onsite activities.

HOW YOU’LL BE COMPENSATED

onX is committed to compensating all employees fairly and equitably for their contributions. For this position, applicants can expect to make $22 per hour upon hire. The pay range may vary based on experience, skills, certifications, and education among other factors as required in the job description. In addition, full-time onX employees are eligibl