Voted one of Outside Magazine’s Best Places to Work in 2020, Skratch Labs is an outdoor company on the cutting edge of athlete nutrition, founded by two pro cycling veterans who started mixing performance drink mixes with simple ingredients for the pros in hardware store buckets over 9 years ago. Since then, we’ve built an amazing following of impassioned athletes and we’re growing fast, but we always need help getting the word out! We believe food and drink are just better when made from scratch and we also believe that no matter where we find ourselves in life, it’s never too late to start from scratch. We use our heads and our hearts in everything we do. Our goal is to help athletes perform better. Our brand and our team stand for being real, being supportive, and being fun. If you’re inspired by athletes and our story, and you think you’d thrive in a start-up environment full of dogs, bicycle posters, shenanigans, hard work, and the occasional lunchtime knock-out (basketball) game, this could be the place for you.

About You: I am a friendly, outgoing, and detail oriented individual looking to be a part of a fun team that is customer service obsessed and takes pride in our hospitality to provide each customer a unique experience to make them say “WOW!”.....and then tell their friends about Skratch Labs.  I enjoy a fast-paced work environment that is constantly changing and I like to participate in thinking of ways to make the customer experience better.

About Us: Voted one of Outside Magazine’s Best Places to Work in 2020, Skratch Labs is an outdoor company on the cutting edge of athlete nutrition, founded by two pro cycling veterans who started mixing performance drink mixes with simple ingredients for the pros in hardware store buckets over 9 years ago. Since then, we’ve built an amazing following of impassioned athletes and we’re growing fast, but we always need help getting the word out! We believe food and drink are just better when made from scratch and we also believe that no matter where we find ourselves in life, it’s never too late to start from scratch. We use our heads and our hearts in everything we do. Our goal is to help athletes perform better. Our brand and our team stand for being real, being supportive, and being fun. If you’re inspired by athletes and our story, and you think you’d thrive in a start-up environment full of dogs, bicycle posters, shenanigans, hard work, and the occasional lunchtime knock-out (basketball) game, this could be the place for you.

Responsibilities:

• Field incoming correspondence via email, phone, live chat, text, and social media from direct consumers, and strategic partners and respond with hospitality within company mandated timeframes.
• Skratch Labs on Amazon customer service
• Resolve customer issues by identifying problems and coordinating appropriate corrective action, including managing customer returns and exchanges
• Regular data entry and order entry with strong attention to detail.
• Communicate internally with management, sales, and warehouse regarding daily consumer activities and service issues.

Qualifications:

• Strong desire to learn and educate about company products/technology/science.
• Strong communication skills. This includes the ability to write and speak clearly in a variety of settings and formats to deliver a high level of customer service, and ability to respond effectively to sensitive inquiries or complaints.
• Ability to multitask with constant interruptions and adapt in a fast-paced environment.
• Be an advocate for the customer; must be able to handle challenges with empathy.
• A passion for and participation in the sports we serve (cycling, running, triathlon).
• Excellent organizational skills
• Strong computer proficiency and ability to learn new systems quickly.

Position Definitions

• The Customer Experience Specialist is a full time hourly position, based in Boulder Colorado, reporting to the VP of Customer Experience.
• Hybrid in office and remote work policy where Skratch Labs employees will be in person in the office on Tuesdays and Wednesdays to foster connection and collaboration but the remaining days, work location, and schedule are flexible.
• Benefits include a medical/dental/ vision stipend, trust based Unlimited time off, paid holidays, 401(K), employee profit sharing, monthly product stipend, a positive and inclusive work environment. 

Application Instructions: If this describes and inspires you, please complete a 10-minute survey and send your resume and a short description about why you’d be a great fit to [email protected]. Please put “Customer Experience Specialist” in the subject line.