Customer Experience Specialist (Fixed-Term)

Customer Experience Specialist (Fixed-Term)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.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 positionClear written and verbal communication skillsExperience working in a fast-paced, high-volume environmentAbility to maintain a flexible schedule during hunting season, including scheduled coverage on Saturday or SundayA customer-first mindset and strong interpersonal skills; ability to be the customer's advocateOrganized and detail-oriented, bringing a positive, solutions-focused mindset and the ability to think on your feetAdded Bonuses:Experience working with customer service softwareCall center experiencePassion for the outdoorsExisting onX product knowledgeThe OnX Experience:onX is a distributed company with more than 400 employees across the country. We come together regularly to work in person and stay connected through regional basecamps and a culture that balances individual ownership with deep collaboration.While we move quickly, we're not a scrappy start-up. We operate with clear goals, structure, and frameworks that guide how we prioritize and execute. Priorities matter. While they may shift, data shapes how we evolve as our business, products, and the world around us change.Clear priorities and structure don't limit ownership - they make it possible. You'll have the autonomy to define your work and make meaningful decisions within clear strategic boundaries. You'll partner closely with others to solve complex problems and build solutions that scale across teams and platforms. Along the way, you'll be supported with feedback, tools, and opportunities to grow your craft as you take on new challenges.Where You Can Work:Missoula, Bozeman, or remote from Montana. Our Customer Experience team is predominately based in Missoula, where they have a hybrid of onsite and home office work model. Upon completion of onboarding, fixed-term staff with an appropriate work-from-home environment may work remotely with manager approval.How You'll Be Compensated:onX is committed to compensating all employees fairly and equitably for their contributions. For this position, applicants can expect to make between $21.00 to $23.00 upon hire. The pay range will vary based on experience, skills, certifications, and education among other factors as required in the job description.What We're Offering You:Competitive salaryMedical benefits, including a no-monthly-cost medical planPTO accrual (vacation, holidays, sick time)Eligibility for a bonus at the end of your term401k matching at 100% for the first 3% you save and 50% from 3-5%Amazing outdoor industry perksPerformance Essentials:In this role, success is driven by cognitive abilities such as concentration and problem-solving, essential for our computer-centric tasks. onX will explore reasonable accommodations to ensure that individuals with diverse abilities can fully engage in and contribute to the essential physical and mental functions of the job. If you need assistance or accommodation, please contact us at PC@onxmaps.com.