Activate Talent
DTC Golf
CustomerExperienceSpecialist(DTCGolfIndustry)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Experience Specialist (DTC Golf Industry) at Activate Talent. Skills: Customer Experience, Product Knowledge, Communication, Problem Solving. Manage customer interactions across email, live chat, social media, and WhatsApp. Handle the full order lifecycle via Shopify”
What You'll Achieve.
Ensure every interaction reflects the premium nature of our offering; Deliver a seamless, high-touch experience; Improve CX workflows; Improve macros and templates; Improve automation rules; Improve ticket routing and prioritization; Handle repetitive queries efficiently; Maintain speed without compromising quality; Capture and share customer feedback and trends; Improve product pages; Improve FAQs; Improve retention strategies; Improve overall customer journey and satisfaction; Take ownership of CX performance metrics and reporting
Industry & Context.
Resolve issues with professionalism, empathy, and efficiency; Identify when to escalate or provide a more personalized experience
Timezone: CET ±2 hours, Fully remote, aligned with CET business hours
What They're Looking For.
Must Have
Active golfer with hands-on experience using golf equipment (trolleys, bags, accessories, etc.), 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), Experience with Shopify (order management, refunds, customer data), Experience with CX platforms (Richpanel, Zendesk, Gorgias, or similar), Communication skills with the ability to balance service and sales, Ability to remain calm and professional under pressure, Detail-oriented with process discipline, Comfortable adopting and using AI tools for workflow efficiency
Nice to Have
Proficiency in at least one additional language (Dutch, German, or French preferred), 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
What You'll Do.
Manage customer interactions across email
Handle the full order lifecycle via Shopify
Resolve issues with professionalism
high-quality communication aligned with a premium brand voice
Identify when to escalate or provide a more personalized experience
Provide pre-sales guidance based on genuine knowledge of golf equipment and player needs
Advise customers on trolleys
product compatibility and ecosystem benefits
Identify natural upsell and cross-sell opportunities
Translate technical product features into clear customer benefits
Engage credibly with golfers of varying skill levels
Manage and optimize CX workflows using tools like Richpanel
Improve macros and templates
ticket routing and prioritization
Use AI tools to handle repetitive queries efficiently
Document processes and maintain internal knowledge bases
Capture and share customer feedback and trends
Collaborate with marketing and e-commerce teams to improve product pages
and retention strategies
Contribute to improving overall customer journey and satisfaction
How You'll Work.
Team & Collaboration
Works closely with CX Team, Retention & E-commerce Manager; Collaborate with marketing and e-commerce teams; Support onboarding and training of new CX team members; Help define CX standards, tone of voice, and best practices; Collaborative work environment with shared CX ownership
Communication Scope
Fluent in English (written and spoken); Proficiency in at least one additional language (Dutch, German, or French preferred); Communication skills with the ability to balance service and sales; Maintain consistent, high-quality communication aligned with a premium brand voice
Full Job 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 comm
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