Customer Support Associate, Direct-to-Consumer
Posted by Zamberlan USA, Inc on 02/27/2026
Job Basics
Industry Sector: Hunting/Shooting, Lifestyle, Outdoor
Job Categories: Customer Service
Company Type: Apparel/SoftGoods
State: AL, AZ, AR, CA, CO, CT, DE, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, DC, WV, WI, WY
City: Carlsbad, CA
Country: United States
Required Experience: 1 - 3 years
Job Type: Full Time
Salary: $27.50 to $31.50 / hour
Required to Relocate: No
Required to Travel: No
Employee May Telecommute: Yes
Job Seeker Must Live Within: Telecommute
Job Description & Requirements
Zamberlan USA, Inc. (Carlsbad, CA, “Zamberlan North America”) is hiring a full-time, remote customer service associate reporting to its Carlsbad, CA headquarters. The position will cover an open Direct-to-Consumer Service Desk covering both the USA and Canada markets. Details follow below:
Position Responsibilities:
Manage and resolve customer service cases arising through our Zendesk customer service channels, including Talk (telephone), Chat, and Email related to both D2C consumer business support as well as support of consumers buying through wholesale channels.
Lead the management and execution of the company’s Warranty Process.
Support initiatives to streamline DTC related processes, from sizing charts, return requests, warranty requests, and other topics related to the consumer experience within our DTC sales channels.
Collaborate with team members in DTC platform improvements, including ERP integrations, site updates, policy changes, and other DTC platform initiatives towards streamlining service business processes.
Zamberlan North America is currently undergoing an e-commerce platform upgrade for which this position will help lead the effort to transform CX service outcomes.
Lead payment case resolutions, including chargeback disputes, fraud prevention, and discovery work. - Communicate all consumer-related issues of import to the General Manager on a timely basis.
Participate in company functions from time to time (e.g., annual holiday party, sales meetings, et cetera).
Skills Overview:
Candidates should be ready to demonstrate skills for handling consumer-related service matters, including telephone communications, email communications, and problem-solving capacities.
Strong computer skills and experience in ZenDesk customer service software, NetSuite ERP software, and Shopify e-commerce platforms is preferred, but not required. Microsoft Office as well as moderate to strong typing skills.
Prior experience in customer service roles within consumer goods companies is preferred, as is experience either working within Outdoor Industry brands, or familiarity with the outdoor consumer, be it in the backpacking, hiking, alpine mountaineering, hunting, wildland firefighting, forestry, arboriculture, and/or logging verticals.
Strong language skills in English are required. Language skills in French are highly valued but not required.
Ability to perform the essential functions of the position with or without reasonable accommodation.
Other Information:
Zamberlan USA offers a competitive compensation and benefits package, which includes health, dental, and life insurance as well as other corporate benefits. Final pay will depend on the applicant’s level of experience and skills, with the position being full-time, non-exempt and paying a minimum of $27.50 per hour. Overtime may be required in accordance with applicable state and federal law. The position will report to Zamberlan USA’s General Manager and is fully remote (periodic travel to our California office). Work hours will be from 8am to 5pm in employee’s home time zone. Zamberlan USA can hire candidates in most states, but not all (eligible states will be confirmed during the hiring process). Interested candidates should send their resume and a brief description of their interest or other relevant information in an email to info@zamberlanusa.com, with the phrase Customer_Service_App in the subject.
Zamberlan USA is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic. This position is at-will, meaning employment may be terminated by either the employee or the company at any time, with or without cause or notice, subject to applicable law. Candidates must be legally authorized to work in the USA.
About Zamberlan:
Zamberlan has been manufacturing high quality, technical outdoor shoes and boots from its factory in Torrebelvicino, Italy since 1929. Family owned and operated, Zamberlan insists on highly skilled, handcrafted construction combined with the use of the absolute best and most innovative materials available. Today, Zamberlan boots are globally renowned for their exceptional quality, comfort, durability, and timeless style in the tradition of fine Italian boot manufacturing. Zamberlan products are distributed throughout North America by its wholly- owned subsidiary, Zamberlan USA, Inc. (www.ZamberlanUSA.com; www.ZamberlanCanada.ca), which offers premium footwear in each of the company’s three verticals in Outdoor Recreation, Outdoor Work, and Hunting.
About Zamberlan USA, Inc
Zamberlan has been manufacturing high quality, technical outdoor shoes and boots from its factory in Torrebelvicino, Italy since 1929. Family owned and operated, Zamberlan insists on highly skilled, handcrafted construction combined with the use of the absolute best and most innovative materials available. Today, Zamberlan boots are globally renowned for their exceptional quality, comfort, durability, and timeless style in the tradition of fine Italian boot manufacturing. Zamberlan products are distributed throughout North America by its wholly- owned subsidiary, Zamberlan USA, Inc. (www.ZamberlanUSA.com; www.ZamberlanCanada.ca), which offers premium footwear in each of the company’s three verticals in Outdoor Recreation, Outdoor Work, and Hunting.
