# Customer Experience Specialist (DTC Golf Industry)

> Activate Talent · France (Remote) · Full-time · Posted 2026-04-23

**Workplace:** remote

## Description

**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:

-   Order tracking and updates
-   Shipping queries
-   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:

-   Trolleys, bags, and accessories
-   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:

-   Macros and templates
-   Automation rules
-   Ticket routing and prioritization

-   Use AI tools to:

-   Handle repetitive queries efficiently
-   Maintain speed without compromising quality

-   Document processes and maintain internal knowledge bases

### **Insights & Continuous Improvement**

-   Capture and share **customer feedback and trends**:

-   Common product questions
-   Pain points and objections
-   Positive feedback and testimonials

-   Collaborate with marketing and e-commerce teams to improve:

-   Product pages
-   FAQs
-   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:

-   Shopify
-   Richpanel / CX platform
-   Slack
-   Notion

## Requirements

-   **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:

-   **Shopify** (order management, refunds, customer data)
-   **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

## Apply

[Apply at Activate Talent](https://apply.workable.com/careersactivatetalent/j/B944B87E71/apply)

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