[Hiring] Customer Experience Operations at Black Rifle Coffee Company

Mission Statement:

We are Black Rifle Coffee Company, a veteran-founded company serving premium, fresh-roasted coffee to people who love America.  We have a love for coffee, dogs, the outdoors, America, and most importantly, our customers!  We are more than a product and more than a company; we are a culture.  A culture full of motivated people who roll up their sleeves and get the job done with integrity, love, innovation, and radical transparency.  Join us as we take action on our commitment to provide quality coffee and give back to the veteran and first responder communities and those who support it.

Job Summary

We’re proud to offer a SkillBridge externship exclusively for transitioning service members looking to explore a career in Operations, Order Management, or Customer Experience in a fast-paced, consumer-facing business environment. This learning-focused opportunity is designed to provide hands-on exposure to the inner workings of order flow, fulfillment systems, and customer lifecycle management—while helping you build foundational business skills for your post-military career.

As a SkillBridge Extern on our Customer Experience Operations Team, you’ll be embedded in the behind-the-scenes engine that ensures every order gets where it needs to go—and every customer gets the BRCC experience they expect. You’ll learn how we monitor order health, coordinate cross-functionally, escalate time-sensitive issues, and maintain clear and professional customer communication.

Job Details

Key Responsibilities

Order Management & System Exposure:

• Shadow team members to understand how we monitor and manage 500+ weekly orders
• Learn to identify and support resolution of common issues: returns, backorders, system errors, and order flow blocks
• Gain familiarity with tools such as NetSuite, Candidate Subscriptionify, and other backend platforms that drive order fulfillment

Escalation & Issue Triage:

• Observe how our team handles high-risk orders and suspected fraud

• Learn when and how to escalate technical, financial, or fulfillment issues across internal teams
• Practice clear, concise communication under pressure

Customer Communication Support

• Assist with drafting outreach communications to notify customers about delays, updates, or resolution timelines
• Learn how our team applies the BRCC brand voice in written and verbal interactions
• Observe and assist with professional, empathetic communication in customer-facing moments

Reporting & Documentation

• Help gather and interpret data on order health, ticket trends, or error frequency
• Support documentation of SOPs for emerging issues and system updates
• Contribute ideas and insights into how processes could be made smoother or more scalable

Ideal Candidate Profile

This externship is ideal for transitioning service members who are:

• Curious about backend operations, ecommerce fulfillment, or customer experience
•  Strong communicators who can stay clear, calm, and solution-oriented
• Process-minded, organized, and eager to learn how systems connect in the private sector
• Open to feedback and confident navigating changing priorities

Education and Skill Requirements

• Comfort with spreadsheets and data organization (Excel knowledge is a plus)
• Ability to stay composed and professional under time pressure
• Meticulous attention to detail and follow-through
• Willingness to learn new tools, ask questions, and adapt to evolving workflows

Position Type/Expected Hours of Work/Physical Requirements

• While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach, stoop kneel to install computer equipment.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting is required.
• Ability to uphold the stress of traveling.
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.
• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Agency Disclaimer:
Black Rifle Coffee Company does not accept unsolicited resumes from staffing agencies, search firms, or third parties. Any resume submitted in the absence of a signed agreement will become the property of Black Rifle Coffee Company, and no fee will be paid. Please do not contact our team regarding recruiting services.