Pine Needle Mountaineering is your trusted outfitter for outdoor gear, apparel, and adventure essentials. Founded by and for outdoor enthusiasts, we’re dedicated to providing high-quality products and exceptional service to climbers, hikers, skiers, and backcountry explorers. Whether it’s your first hike or your tenth summit, we’re here to support your journey.
We're looking for a friendly, knowledgeable, and efficient Email amp; Chat Support to join our customer service team. In this role, you’ll be the first point of contact for customers seeking help with orders, gear advice, returns, and more—via email and live chat. A passion for the outdoors and excellent communication skills are key to succeeding in this position.
Respond promptly and professionally to customer inquiries via email and live chat.
Assist with order tracking, returns, exchanges, product availability, and sizing questions.
Provide knowledgeable gear recommendations based on customer needs and experience levels.
Troubleshoot and resolve customer concerns while maintaining a positive tone.
Document customer interactions and feedback in the support system (e.g., Zendesk, Gorgias).
Collaborate with the fulfillment and product teams to resolve issues quickly and accurately.
Stay up to date on new products, promotions, and policies to provide accurate information.
1–2 years of experience in customer service or support roles.
Strong written communication and problem-solving skills.
Ability to handle multiple conversations and prioritize effectively in a fast-paced environment.
Comfortable using customer service platforms and e-commerce tools.
Passion for the outdoors and familiarity with gear (backpacking, climbing, skiing, etc.) is a big plus .
Available for weekend or evening shifts as needed.
Be part of a mission-driven team that lives and breathes the outdoor lifestyle.
Employee discounts on premium gear and apparel.
Flexible work options, including remote opportunities.
Opportunities for advancement and outdoor industry exposure.
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