CSR - Customer Service Representative

Spike Brewing

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Customer Service Representative

Job Mission

Our customer support team is smack dab between the front facing sales and marketing team and our quality conscious production team. Today we have a responsive, nimble, and detail-oriented support team that manages our customer inquiries and feedback. We also have grown our CRM tools to track issues as the arise within our consumer base and prioritize where a change is needed. To support this department and our customers, we are looking for a technically minded person who has a drive for delivering customer satisfaction, an interest in the brewing industry, and embraces opportunities for career development. We are a small team, that acts small and thinks big allowing us to deliver an unparalleled customer support experience in the industry.

In this customer facing role, you will have the opportunity to support homebrewers, business owners and the occasional nomad passing by. This expansive, diverse, customer base, each with their own interests and requirements in mind, is what drives us to continually seek ways to improve our products and remain creative and competitive to provide solutions regardless of the application.

Position Responsibilities

  • Ensure a positive customer experience with every Spike touch point
  • Solve customers’ questions and concerns through our ticketing platform
  • Resolve shipping related issues to address customer concerns
  • Process returns, exchanges, and refunds
  • Communicate with customers via chat, email, and occasional phone calls
  • Participate in departmental and companywide meetings both in-person and remotely
  • Help customers with order recommendations, updates, and changes
  • Become an expert across Spike’s portfolio of product offerings
  • Utilize various software & cloud-based programs to execute job responsibilities
  • Develop an understanding of the brewing process to provide customer guidance
  • Ability to think beyond Spike’s offerings to address customer inquiries
  • Collect data, troubleshoot issues, and deliver recommended solutions
  • Support initiatives to improve departmental metrics such as customer response time
  • Support development of a knowledge base to improve internal and external documentation
  • Full-time work schedule: Monday – Friday, 9AM to 5PM

Minimum Requirements

  • Service experience in a customer facing role; preferably in product support
  • Desire to provide to the best in-class customer experience
  • Appreciation for customer service and passion for the brewing industry

Personal Skills

  • Clear and effective communication across numerous platforms
  • Collaborative; willingness to work across departments and support common goals
  • Exhibits a proactive mentality to continuously improve business processes
  • Understands the customer’s perspective taking an empathetic approach
  • Ability to realize the impact of your decisions on the entire organization


  • Associates degree or high school diploma with 2+ years of experience in Customer Service
  • Prefer higher education focused on STEM subjects or Business Management
  • Brewing experience and/or professional education a plus
  • Completion of Certificate programs


  • Insurance coverage including medical, dental, and vision
  • Paid holidays and time off
  • Bonus program
  • Company discounts on equipment and apparel
  • Career advancement opportunities as Spike continues to grow
  • Opportunity to learn and grow with a small company with a strong entrepreneurial spirit

About Spike

Spike is focused on 3 things: Innovation, Education and Customer Experience. We’re looking for someone to bring their experience to the 3rd pillar, Customer Experience. Being an integral member of a startup, you will work alongside the sales, engineering, marketing, and production teams to support new and current products lines. Being steps away from the warehouse, where each one of our products is welded and assembled, you’ll be fully immersed in a manufacturing environment. You will also be plugged into the home and craft brewing culture as we test new products and brew beer regularly to understand how our products work and how the end consumer interacts with our brand and equipment.

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