Customer Service Specialist

Tell us a little about yourself and why you’d be a good fit for Ripton.

Position: Customer Service Specialist 

Location: Boulder, CO. In person

Type: W2, Full Time 

Time: Mon-Fri, no weekends, paid holidays 

Compensation: $50-60k salary + benefits package

Ripton is a fast-growing performance denim brand based in Boulder, Colorado. We build technical, durable denim with outdoor utility, grit, and style – and we do it with a small, resourceful team that values ownership, adaptability, and doing things the right way instead of the easy way.

We are founder-led, fast-moving, and deeply focused on building a brand that feels intentional, authentic, and beautifully executed.

As Ripton’s Customer Service Specialist, you’ll be responsible for delivering a great customer experience across every stage of the customer journey. You’ll own day-to-day customer support across email, returns, and exchanges, balancing thoughtful, informative responses with a hands-on approach to solving problems.

This role goes beyond answering customer questions. You’ll help guide customers to the right products, identify opportunities to improve how we serve our customers, and convey customer feedback to our product team. We’re looking for someone who takes ownership, communicates well, and enjoys working in a fast-moving, growing brand.

• Own day-to-day customer service operations in Zendesk, Shopify, and Loop Returns.
• Provide timely, accurate, and thoughtful resolution to customer questions, issues, returns,
• and exchanges
• Handle escalated and complex customer issues with a focus on protecting the customer
• and brand experience
• Manage the return/exchange process
• Maintain in-depth knowledge of Ripton’s products
• Report on monthly return and exchange trends to provide actionable feedback to the
• product team
• Develop and improve customer service processes, policies, and workflows
• Monitor customer service KPIs, including response times, resolution rates, and customer
• satisfaction
• Identify recurring customer issues and partner with Operations, Product, and Marketing to
• address root causes
• Maintain and improve help center content, FAQs, and customer-facing resources
• Manage the end-to-end returns and exchanges process, including Loop Returns settings and workflows, customer communication, and coordination with the warehouse team

• Previous customer service experience, preferably in e-commerce, apparel, or outdoor products
• Strong written communication skills and a knack for making customers feel heard and taken care of
• Excellent problem-solving skills, attention to detail, and the ability to manage multiple priorities
• A self-starter who takes ownership, follows through, and looks for ways to make things better
• Comfortable working independently while collaborating across a small, fast-moving team
• Adaptable and resourceful, with a willingness to jump in wherever needed
• Experience with Shopify, Loop Returns, Zendesk, or similar e-commerce customer service platforms is a plus
• Genuine enthusiasm for Ripton, outdoor culture, and the people who wear our gear

• Competitive compensation
• Paid company holidays
• PTO and sick time
• 401(k) retirement account with employer match
• Monthly healthcare marketplace reimbursement
• Access to industry pro deals
• Ripton employee discount 

Tell us a little about yourself and why you’d be a good fit for Ripton.