Customer Experience Specialist (Fixed-Term)

ABOUT onX We’re a team of builders, adventurers, and risk takers using technology to help people confidently explore the outdoors. Driven by our mission to awaken the adventurer inside everyone, we build products that optimize every outdoor experience and inspire confidence to get out and go further. We’re a high-growth tech company. The pace is fast, the work takes grit, and ambiguity is part of the job. As the world changes around us, we adapt - continuously evolving how we build, prioritize, and deliver. Our business moves quickly, and there’s real opportunity to shape what we build next. Each of our verticals - Hunt, Offroad, Backcountry, and Fish - is at a different stage of maturity, which means the challenges you encounter and the impact you have will vary depending on where you sit and what the business needs most. We operate with an experimentation mindset, continually iterating and improving how we solve problems. We expect our people to use the latest tooling, including AI, thoughtfully and responsibly, pairing human judgment with technology to increase quality, speed, and impact. Our impact comes to life through the products we build, in the stories of our customers, and in our growing commitment to land stewardship and recreational access. ABOUT THIS OPPORTUNITY onX is seeking a Customer Experience Specialist (Fixed-Term) with a passion for helping all customers to find their way and place in the outdoors. The Customer Experience team provides personalized support that meets 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 a Customer Experience Specialist, you will be responsible for providing best-in-class support to our 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, constantly growing product knowledge and expertise, and making an impact on the business. This is a fixed-term position through the end of the year, and will report to a Customer Experience Manager. WHAT YOU'LL DO Essential Job Duties & Functions 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. WHAT YOU’LL BRING 1-3 years of experience in a customer service or related position Clear written and verbal communication skills Experience working in a fast-paced, high-volume environment Ability to maintain a flexible schedule during hunting season, including scheduled coverage on Saturday or Sunday A customer-first mindset and strong interpersonal skills; ability to be the customer's advocate Organized and detail-oriented, bringing a positive, solutions-focused mindset and the ability to think on your feet ADDED BONUSES Though not required, we would be thrilled to consider candidates with any of the following: Experience working with customer service software Call center experience Passion for the outdoors Existing