Customer Service Operator
Hard Head Veterans - Remote
We're Hard Head Veterans. We make helmets for freedom, those who build, enjoy, and protect it. We're looking for someone who can tell the difference between a good answer and a right one.
Why This Role Exists
Our AI already handles the routine questions around the clock: sizing, availability, discount codes, order tracking.
This role exists for everything it cannot do, and to be the human check on everything it does.
No phone line, no call center. This is judgment work, in writing, on the hardest conversations of the day.
The Mission
Own every customer conversation the AI hands over, and make sure someone who reaches us at 6pm on a Thursday is treated as well as someone who reaches us at 9am on a Tuesday.
What Winning Looks Like
World-Class Support, Built from the Ground Up
15 to 20 escalated conversations a day, each answered within the hour
10am to 8pm US Central, when 60% of our customers actually reach out
Presale questions go to the front of the line
Social media comment moderation, once your voice sounds like ours
Scalable, Human Systems
Catch the AI when it is confidently wrong: a discontinued color, an old spec, a policy we changed last month
Tell us what the answer should have been
You are the only person reading every reply
Returns & Exchanges Done Right
You own the customer conversation and the call on what we do for them
Shipping owns labels, restocking and the mechanics
Minimize friction, delays and repeat issues
Customer Intelligence & Early Warning System
Serve as the company's canary in the coal mine
Surface customer issues, patterns and ideas as they happen, primarily via Slack
You work hours when Texas is closed, so silence is the failure mode
Turn Problems Into "Wow" Moments
Own customer issues end-to-end and solve them creatively
Go beyond resolution: turn frustrated customers into loyal, vocal advocates
How This Role Thinks
Ownership over escalation
Solutions over scripts
Judgment over rigid process
Early communication over surprise problems
Long-term trust over short-term convenience
The Ideal Person
Highly computer literate and fluent with AI tools. Not a nice-to-have, it is the job. You will judge an AI agent's output every day.
Gorgias and Shopify experience is a massive advantage. Those are the two systems you will live in.
Excellent written English. Natural, not "conversational." Our customers notice stiff phrasing instantly.
Hands-on background in the tactical and/or trades industries, so you understand how our customers think and communicate.
Exceptional empathy and patience. Calm under pressure, listens first, reads carefully before responding.
Escalates early rather than guessing. Ownership over ego.
Perks & Benefits:
Starting salary of $1,500 USD per month.
Employment via Employer of Record, or contractor.
Laptop and headset provided.
Paid holidays and generous PTO policy.
Pro-deal discounts on outdoor gear, clothing, and equipment.
First seat in a function we are rebuilding. It grows if you do.
American values-based culture built on freedom, integrity, accountability, respect, and service.
