The BreakdownWe're looking for passionate outdoor enthusiasts to join our eCommerce Customer Experience team as Burton Basecamp Guides—our version of customer service champions. Guides are on the front lines, helping riders of all levels navigate gear questions, order support, and stoke levels. Organized, curious, and quick on your feet? Love solving problems and connecting people to the right gear? Thrive in a fast-paced, team-first environment? If you're nodding yes, you might be exactly who we're looking for. You'll grow alongside a supportive, high-energy crew that loves to work hard, ride hard, and have fun doing it. What You'll Do Be the voice of Burton—via phone, chat, and email—delivering best-in-class supportGuide customers through product, order, and warranty questions with patience and expertiseHelp riders find the perfect gear across Burton, Analog, and AnonBuild one-on-one customer relationships, treating each interaction with careShare feedback that helps evolve our customer experienceStay current on product launches, tech updates, and trainingCollaborate with eComm, Flagship Store, and HQ teams to keep the stoke highParticipate in mentoring and coaching designed to help you grow What You'll Bring A flexible, positive attitude built for fast-paced, high-energy environmentsAvailability November–March, including evenings, weekends, and holidays9-hour shifts (1-hour unpaid lunch); operating hours are 8AM–9PM EST, 7 days/weekFive consecutive workdays, two consecutive days off (may or may not be Sat/Sun)Curiosity and the confidence to say "I'm not sure—but I'll find out!"Accountability and the confidence to say "I need help!"Clear written and verbal communication; comfort with digital tools1+ year customer service, retail, or call center experience preferredPassion for snowboarding/skiing or outdoor sports a bonusFamiliarity with Gorgias, Shopify, Salesforce, Navis, New Store, Inntopia, Five9, Avaya or similar is a plus Where You'll WorkOur Burlington, VT HQ is unlike any other office—flagship store, skate parks, and steps from trails and the lake. We also have a Montreal hub with its own great vibe and many French-speaking staff. In-person collaboration is encouraged 3+ days/week; limited fully remote roles are available with strong, reliable internet. Perks Connection to a purpose-driven, sustainability-minded brandSeason pass or lift ticket supportFree gear demos and reimbursed lessonsDeep product discounts and outdoor industry pro dealsCasual, beanie-friendly environment