Customer & Operations Support Associate

Your Impact

As a Customer & Operations Support Associate, you will play a critical role in delivering an experience that reflects Axon’s mission to Protect Life and the Civilian team’s mission to Protect the Life You’ve Built. You will serve on the front lines of the customer experience, helping customers navigate questions, orders, returns, and fulfillment issues with urgency, empathy, and accuracy. Your work will directly influence customer trust, operational excellence, and the continued growth of the Civilian business.

You will join a scrappy, high-impact team that operates with the energy of a startup within a public company. The team is already making a difference for customers every day, and there is significant opportunity to help shape how we scale. In this role, strong execution does more than solve problems. It helps protect and support the people who rely on our products.

What You’ll Do

 

• Deliver timely, professional support to customers across phone and digital support channels, including email, social platforms, chat, and integrated service platforms, while helping ensure automated and human-assisted support experiences are effective, accurate, and customer-centered.
• Resolve customer issues related to orders, shipping, returns, product questions, and fulfillment with sound judgment, follow-through, and attention to detail.
• Process Return Merchandise Authorizations (RMAs) and coordinate with customers, carriers, and internal teams to ensure efficient returns and exchanges.
• Partner closely with warehouse and fulfillment teams to investigate and resolve shipping, delivery, and order-related issues.
• Process manual orders accurately, maintain clear documentation, and coordinate fulfillment to ensure a smooth customer experience.
• Help manage customer support across digital platforms by ensuring inquiries are handled promptly, automated interactions are reviewed as needed, and escalations are resolved or routed appropriately.
• Support broader operational and shipping needs across the Civilian team as business demands evolve.
• Help track support and operational performance metrics, identify trends, and surface opportunities to improve the customer experience and internal processes.

What You Bring

 

• 2+ years of experience in a customer-facing, customer support, ecommerce, or operations role.
• Strong communication skills and the ability to support customers professionally across phone and digital channels.
• Sound judgment, empathy, and problem-solving ability in handling customer issues and escalations.
• Strong attention to detail and accuracy in order management, returns, and operational coordination.
• Ability to manage multiple priorities, stay organized, and follow issues through to resolution.
• A collaborative, adaptable, and accountable approach to working across teams and evolving business needs.
• Bachelor’s degree or equivalent practical experience preferred.
• Passion for our mission

Location: This role is based out of our one of our US Hubs and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Tuesdays through Fridays, with the flexibility to work remotely on Mondays, unless there is an approved workplace accommodation. We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success.

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• Employee Resource Groups (ERGs)
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.