Customer & Operations Support Associate

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

This role is responsible for managing the day-to-day operations of customer support, ensuring a seamless experience from initial inquiries to order fulfillment. The individual will handle customer service calls, emails, and social media inquiries, address Return Merchandise Authorizations (RMAs), and collaborate closely with the warehouse and fulfillment teams to resolve shipping and fulfillment issues. The role also includes processing manual orders and occasionally supporting the Civilian team's shipping needs.

Essential functions:

• Customer Support:
• Manage customer inquiries via phone, email, and social media direct messages, ensuring timely and professional responses.
• Address customer concerns related to orders, shipping, product issues, and returns, providing resolution in a timely and effective manner.
• RMAs & Returns Management:
• Process RMAs, coordinating with customers and UPS to facilitate smooth returns and exchanges.
• Collaboration with Warehouse & Fulfillment:
• Work closely with warehouse and fulfillment teams to resolve any shipping and fulfillment issues, ensuring accurate and timely delivery of products.
• Manual Order Processing:
• Handle manual orders, ensuring proper documentation and fulfillment coordination.
• Social Media Support:
• Monitor and respond to customer inquiries on social media platforms (Facebook, Twitter, Instagram), providing support and addressing issues as needed.
• Support for Civilian Teams:
• Occasionally assist with shipping needs for the Civilian teams, ensuring orders are processed and delivered correctly.

Competencies:

• Customer Service Excellence: Demonstrated ability to manage customer inquiries and issues across multiple communication channels (phone, email, social media).
• Problem-Solving: Ability to act quickly, apply critical thinking, and leverage data to make informed decisions in resolving customer issues.
• Collaboration: Strong communication and teamwork skills to work effectively with internal teams, including warehouse and fulfillment.
• Attention to Detail: Ensuring that manual orders and RMAs are processed accurately and efficiently.

Supervisory responsibilities:

• Team Coordination: Provide support to Sales Operations & Marketing team as well as Civilian department as needed, ensuring consistent and high-quality service.
• Performance Monitoring: Assist in tracking performance metrics related to customer support, helping to ensure goals and standards are met.

Work environment:

• Contact With internal and external customers via Telephone, Video, and Face-to-Face Discussions
• Indoors, Environmentally Controlled
• Connect With Internal and External Customers

Physical demands:

• This job requires sitting at a desk in an office setting

Travel required:

• Occasional travel is required for this role

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check e