Rocky Talkie

• Provide technical support for two-way radio systems • Diagnose and troubleshoot hardware and signal issues • Support customers in configuring their radios for optimal use • Deliver clear, patient guidance to customers • Research third-party accessories and radios • Assist customers in selecting appropriate radio equipment • Conduct training sessions or demonstrations for users • Maintain documentation of support cases

Role Description We are seeking a highly knowledgeable and customer-focused Technical Support Specialist to provide technical radio expertise, troubleshooting, and customer education for two-way radio (walkie-talkie) systems. This role combines hands-on technical skill with strong communication abilities, supporting both internal teams and external clients in the setup, maintenance, and optimal use of radio communication equipment across a range of use cases. You'll work within our Customer Experience team to provide support to customers and business accounts. This position is suited for someone with a passion for radio technology and someone who enjoys educating people about the details of our products. We are looking for someone who enjoys digging into tricky technical challenges as well as teaching people how to get the most out of our radios. - Provide technical support for two-way radio systems, including handheld walkie-talkies, mobile radios, repeaters, and related accessories for all customer markets DTC and B2B. - Diagnose and troubleshoot hardware and signal issues (interference, range limitations, audio clarity problems, equipment faults). - Support customers in configuring their radios for optimal use, including channels, privacy codes, accessory recommendations, and setup, as well as advanced features such as connecting to repeaters and dual-channel monitoring. - Assist customers in selecting appropriate radio equipment based on operational needs and environment. - Deliver clear, patient guidance to customers on how to operate, maintain, and optimize their radio systems. - Research third-party accessories and radios to understand compatibility and performance. - Conduct training sessions or demonstrations for users with varying levels of technical experience. - Maintain documentation of support cases, configurations, and common troubleshooting steps. - Partner with product and engineering teams on escalated technical issues, customer feedback, and upcoming product launches. - Collaborate with Quality Control (QC) teams to identify, document, and resolve recurring product or performance issues. - Stay informed on the industries and markets Rocky Talkie serves, and understand how radio solutions best support each use case. - Educate internal teams on market needs, customer use cases, and best practices for applying radio equipment in real-world environments. - Stay current with industry trends and FCC regulations. Qualifications - 4+ years of hands-on experience working with two-way radio systems. - Hands-on experience with two-way radio systems, including business band (LMR) radios and amateur (ham) radio equipment. - Strong understanding of radio frequency (RF) fundamentals, including signal propagation, interference, and practical range optimization. - Familiarity with UHF/VHF systems, repeaters, and real-world radio scenarios. - Excellent verbal and written communication skills with the ability to explain technical concepts in simple, user-friendly terms. - Customer service mindset with patience and professionalism. - Ability to troubleshoot independently and manage multiple support requests. Preferred Qualifications - Amateur (Ham) Radio License. - GMRS License. - FCC General Radiotelephone Operator License (GROL). - Experience with repeaters and multi-site radio systems. - Background in telecommunications, electronics, or technical support. Key Skills - Advanced radio knowledge (LMR and amateur/ham systems). - Technical troubleshooting and problem-solving. - Customer education and training. - Radio configuration and setup. - RF knowledge and signal awareness. - Cross-functional collaboration (Engineering, Product, QC). - Clear communication and interpersonal skills. - Attention to detail and documentation. Benefits - Salary Range: $65,000 – $75,000 annually, plus eligibility for a performance-based bonus. - Final compensation will depend on experience, skills, and alignment with the role. - Health insurance. - Short term/long term disability. - 401K matching. - PTO and more! Company Description Rocky Talkie launched in 2019 with its signature product, a backcountry radio made for climbers and skiers. Since then, we have launched multiple best-in-class products in the adventure sports industry. We are dedicated to developing user-friendly, high-performance products for the backcountry. Rocky Talkie has a rapidly growing base of happy customers in the USA and Canada, and we are expanding into Europe. We design our products to help people in extreme conditions, and our radios have been adopted for a wide range of outdoor activities and commercial applications. We have a small, passionate, and highly motivated team with a deep understanding of our customers. At Rocky Talkie, we’re driven by the belief that better communication in the backcountry can save lives. As part of this mission, we donate $2 per radio sold to search-and-rescue teams, supporting those who help keep outdoor communities safe.

• Manage and grow a portfolio of assigned commercial accounts • Develop new business opportunities across commercial segments, including guides & outfitters, camps, resorts, education, experiential operators, outdoor field teams, and other emerging channel opportunities • Prospect and open new accounts aligned with Rocky Talkie’s growth strategy • Build strong long-term customer relationships through regular communication, training, field visits, and ongoing account support • Conduct regular account visits, sales calls, and product demonstrations • Negotiate and close sales opportunities across the commercial channel • Represent Rocky Talkie at trade shows, networking events, industry gatherings, and customer meetings • Help identify and communicate emerging market opportunities, customer needs, and product feedback to support Rocky Talkie’s long-term commercial channel strategy • Collaborate with the Sales Manager to prioritize near-term revenue opportunities while recognizing longer-term strategic opportunities for the organization • Stay informed on industry trends, competitive landscape, and evolving customer needs across commercial outdoor markets • Help refine sales messaging, positioning, and go-to-market approaches as the commercial channel continues to evolve • Collaborate closely with Sales, CX, and Operations teams to ensure a strong customer experience • Maintain accurate records of customer interactions, opportunities, and sales activity within HubSpot CRM • Track and report on sales activity, account performance, and commercial channel insights

Role Description At Rocky Talkie, the Commercial Channel Sales Representative drives revenue growth through proactive account development, outbound prospecting, relationship management, and commercial channel expansion. This role focuses on developing new business opportunities while growing and supporting assigned commercial accounts across a range of outdoor and experiential industries. The position works closely with the Sales Manager and B2B Sales Coordinator to strengthen existing relationships, identify emerging market opportunities, and help shape the long-term direction of Rocky Talkie’s commercial channel strategy. This is a highly collaborative and entrepreneurial role for someone excited to help build a growing channel within a fast-moving outdoor brand. - Commercial Channel Development & Sales - Manage and grow a portfolio of assigned commercial accounts - Develop new business opportunities across commercial segments, including guides & outfitters, camps, resorts, education, experiential operators, outdoor field teams, and other emerging channel opportunities - Prospect and open new accounts aligned with Rocky Talkie’s growth strategy - Build strong long-term customer relationships through regular communication, training, field visits, and ongoing account support - Conduct regular account visits, sales calls, and product demonstrations - Negotiate and close sales opportunities across the commercial channel - Represent Rocky Talkie at trade shows, networking events, industry gatherings, and customer meetings - Strategic Channel Growth - Help identify and communicate emerging market opportunities, customer needs, and product feedback to support Rocky Talkie’s long-term commercial channel strategy - Collaborate with the Sales Manager to prioritize near-term revenue opportunities while recognizing longer-term strategic opportunities for the organization - Stay informed on industry trends, competitive landscape, and evolving customer needs across commercial outdoor markets - Help refine sales messaging, positioning, and go-to-market approaches as the commercial channel continues to evolve - Cross-Functional Collaboration & Reporting - Collaborate closely with Sales, CX, and Operations teams to ensure a strong customer experience - Maintain accurate records of customer interactions, opportunities, and sales activity within HubSpot CRM - Track and report on sales activity, account performance, and commercial channel insights Qualifications - Bachelor’s degree in Business, Marketing, or related field (preferred) - 3+ years of proven success in sales within the outdoor industry or adjacent field - Demonstrated experience developing new business through outbound outreach and relationship building - Strong communication, relationship-building, and negotiation skills - Self-starter comfortable operating in a fast-moving, entrepreneurial environment - Ability to balance short-term revenue opportunities with long-term relationship and channel development - Experience using CRM platforms such as HubSpot preferred - Experience in outdoor specialty retail, experiential industries, or commercial outdoor operations preferred - Passion for outdoor recreation and alignment with Rocky Talkie brand values preferred - Ability to travel up to 50% of the time, including overnight travel Benefits - Salary Range: $70,000 – $75,000 OTE approximately $90,000, plus eligibility for a performance-based bonus - Final compensation will depend on experience, skills, and alignment with the role - Health insurance - Short term/long term disability - 401K matching - PTO and more! Company Description Rocky Talkie launched in 2019 with its signature product, a backcountry radio made for climbers and skiers. Since then, we have launched multiple best-in-class products in the adventure sports industry. We are dedicated to developing user-friendly, high-performance products for the backcountry. Rocky Talkie has a rapidly growing base of happy customers in the USA and Canada, and we are expanding into Europe. We design our products to help people in extreme conditions, and our radios have been adopted for a wide range of outdoor activities and commercial applications. We have a small, passionate, and highly motivated team with a deep understanding of our customers. At Rocky Talkie, we’re driven by the belief that better communication in the backcountry can save lives. As part of this mission, we donate $2 per radio sold to search-and-rescue teams, supporting those who help keep outdoor communities safe.

• Respond to customer inquiries across all CRM, including but not limited to Gorgias email, tickets, live chat, SMS, phone, and Amazon marketplace messaging. • Assist customers with product questions, troubleshooting, warranties, returns, order status, and shipping inquiries. • Guide customers through both pre-purchase decisions and post-purchase support. • Maintain a deep understanding of Rocky Talkie products and how customers use them in real outdoor environments. • Moderate reviews and product questions on e-commerce platforms such as Amazon and Okendo. • Partner with the fulfillment team to resolve order issues such as shipping errors or order edits. • Identify recurring customer issues and share insights with product, operations, and marketing teams. • Act as a voice for the customer by identifying recurring questions, product feedback, and areas where customers experience friction. • Document and share customer insights with the broader team to help improve products and processes. • Tag and categorize customer tickets appropriately for reporting and analysis in Gorgias and Shopify. • Maintain internal team logs capturing customer feedback and product insights. • Work with CX leadership to identify opportunities to improve the customer journey. • Communicate consistently with teammates and collaborate closely with operations, product, and marketing teams via Slack, video, and within the CRM systems. • Support initiatives that help scale Rocky Talkie’s customer support as the company continues to grow.

About Rocky Talkie Rocky Talkie launched in 2019 with its signature product, a backcountry radio made for climbers and skiers. Since then, Rocky Talkie has launched multiple best-in-class products and has grown quickly in the handheld radio industry. We are committed to making easy-to-use, durable, high-performance products for the backcountry and to supporting our customers. Rocky Talkie has a rapidly growing base of happy customers in North America and recently expanded to the EU. We design our products for use in extreme conditions, and our radios have been adopted by a wide variety of outdoor enthusiasts and commercial applications. We have a small, passionate, and highly motivated team with a deep understanding of our customers and outdoor communications. We would love your help in bringing Rocky Talkie to a new generation of customers. Our team is driven every day by the belief that better communication in the backcountry will save lives. As part of this mission, we donate $2 per radio sold to search-and-rescue teams across the country. The Role We are seeking a service-minded individual to join our Customer Experience team. This role is focused on building strong relationships with customers by providing thoughtful technical support, educational resources, and compassionate responses across a variety of channels. Since the beginning, Rocky Talkie has built a reputation for going above and beyond in customer support, and this role is central to maintaining that standard. You will become a technical expert on our radios and help guide customers through product questions, troubleshooting, outdoor use cases, and purchase decisions. As a small and fast-growing company, every team member may occasionally help in areas outside their primary role. This could include supporting our fulfillment team during busy periods, assisting at outdoor events or expos, or contributing to other projects that support the company’s growth. What Success Looks Like Success in this role means helping customers feel supported, informed, and excited about using their Rocky Talkie radios. Examples include: - Carefully reading and evaluating customer messages to provide thoughtful, educational responses tailored to their situation. - Developing your own authentic communication style within the Rocky Talkie brand voice. - Going above and beyond expectations to create meaningful interactions with customers. - Becoming a trusted expert on our radios and confidently answering both technical and brand questions. Examples of this might include: - Helping a customer choose the right radio setup for activities such as skiing, hunting, climbing, or canyoneering. - Explaining radio range and factors that impact performance in the field - Suggesting additional considerations, like repeater compatibility, when customers ask about extended range. - Using your own experiences with the radios (or learning from others on the team) to provide real-world guidance. Key Responsibilities Customer Support & Communication - Respond to customer inquiries across all CRM, including but not limited to Gorgias email, tickets, live chat, SMS, phone, and Amazon marketplace messaging. - Assist customers with product questions, troubleshooting, warranties, returns, order status, and shipping inquiries. - Guide customers through both pre-purchase decisions and post-purchase support. - Maintain a deep understanding of Rocky Talkie products and how customers use them in real outdoor environments. - Moderate reviews and product questions on e-commerce platforms such as Amazon and Okendo. - Partner with the fulfillment team to resolve order issues such as shipping errors or order edits. - Identify recurring customer issues and share insights with product, operations, and marketing teams. Customer Advocacy - Act as a voice for the customer by identifying recurring questions, product feedback, and areas where customers experience friction. - Document and share customer insights with the broader team to help improve products and processes. Process Improvement - Tag and categorize customer tickets appropriately for reporting and analysis in Gorgias and Shopify. - Maintain internal team logs capturing customer feedback and product insights. - Work with CX leadership to identify opportunities to improve the customer journey. Team Collaboration - Communicate consistently with teammates and collaborate closely with operations, product, and marketing teams via Slack, video, and within the CRM systems. - Support initiatives that help scale Rocky Talkie’s customer support as the company continues to grow. Bonus Experience - Experience using customer support platforms such as Gorgias - Experience working with additional platforms such as Shopify, Shipstation, Amazon, Okendo.  - Experience in the outdoor industry, product marketing, or communications - Outdoor sports enthusiast - Experience with or interest in radios or technical outdoor gear

• Provide leadership and development to the brand and creative teams • Set clear priorities, workflows, and standards for how brand work gets done • Provide thoughtful feedback that improves the work of designers, writers, photographers, and partners • Help identify when and where we should invest in additional internal or external support as the brand grows • Help evolve Rocky Talkie’s brand voice, narrative, and positioning • Clarify and articulate what makes our products different in ways that resonate with users by translating detailed product features into real-world benefits • Shape brand and messaging strategies for new customer segments and international communities where Rocky Talkie has limited awareness • Ensure consistency across website, packaging, email, social, and partnerships • Help articulate a brand that resonates with both passionate outdoor users and professional, commercial, and institutional customers who prioritize reliability and trust • Build the story behind the brand by leaning into our best-in-class products, small business roots, and our dedication to craftsmanship in all forms, from radios to customer service. • Lead the development of thoughtful brand and educational content, including: - Activity-specific guides and resources on backcountry communication and safety - Product storytelling that builds understanding and trust - Content that supports both inspiration and practical value • Provide creative direction and feedback that elevates the quality and consistency of all brand work • Manage the creative pipeline for ads, social posts, emails, website content, in-store displays, and all other brand assets • Collaborate with creative partners (designers, photographers, filmmakers, writers) to bring ideas to life • Help balance lifestyle storytelling with deeper, more informative content • Support Rocky Talkie’s role as a trusted voice in backcountry communication • Build relationships with guides, educators, athletes, SAR professionals, non-profits, and other credible partners • Help shape ambassador and partnership efforts to prioritize authenticity and alignment • Look for opportunities where Rocky Talkie can contribute meaningfully to the outdoor community • Lead brand-side strategy for product launches and key campaigns • Work closely with eCommerce and performance marketing to ensure strong alignment between brand and growth efforts • Help ensure campaigns are rooted in real product value and customer understanding • Work closely with product and leadership to deeply understand Rocky Talkie’s products • Translate product decisions into clear, compelling stories for customers • Be a collaborative voice in discussions where brand trust and perception matter