Technical Customer Support Specialist

Your Role: Keeping the Adventure Going

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At Wayfarer Vans, our relationship with customers doesn't end when they drive away in their new camper van. In many ways, that's just the beginning. As our Technical Customer Service Specialist, you'll help every Wayfarian feel supported and confident long after their Vandoff.

You'll be the friendly, knowledgeable point of contact for technical troubleshooting, warranty support, and everyday questions. More importantly, you'll look beyond individual problems to understand why they happen, identify recurring issues, and partner with engineering, production, and quality control to help prevent them.

We're looking for someone who combines warmth and patience with technical curiosity, tactical follow-through, and a knack for solving problems.

Compensation & Benefits

• Starting pay: $27-$29 per hour ($58,240 annually assuming 2,080 paid hours).
• Eligibility for company profit sharing, estimated at approximately $14,000 annually; estimated total annual gross compensation of $74,320, depending on company performance and actual paid hours.
• A 4.5-day workweek, ample paid time off, and company-performance-based benefits.
• Health insurance covering 100% of employee premiums and 50% of spouse or significant other premiums.
• Employee discounts on vans and gear, van campouts, shop lunches, and opportunities for professional growth.

Compensation:

$27 - $29 hourly

Responsibilities:Technical Troubleshooting & Warranty Management

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• Own customer-facing technical support and warranty requests from initial contact through resolution, keeping customers informed throughout.
• Diagnose common conversion issues through careful questioning, product knowledge, documentation, and collaboration with internal teams.
• Coordinate warranty resolutions, including escalation to engineering, production, or quality control when appropriate.
• Maintain accurate records of issues, claims, actions, timelines, and resolutions; monitor open cases and follow through to closure.

Continuous Improvement & Problem Prevention

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• Analyze support requests and warranty claims for recurring problems, root causes, and preventable customer confusion.
• Work with operations, engineering, and quality control to share actionable findings and help prioritize design, production, and inspection improvements; technical changes remain subject to those teams’ approval.
• Audit customer communications before, during, and after installation to identify missing, outdated, or poorly timed technical information.
• Recommend improvements to handoffs, operating instructions, troubleshooting guides, and customer-facing educational materials.
• Develop and maintain a practical knowledge base of frequent issues, diagnostic steps, and proven resolutions.
• Provide a monthly summary of leading issues, trends, corrective actions, and unresolved dependencies.

Customer Communication & Education

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• Answer general inquiries about Wayfarer vans, processes, and philosophy via phone, email, and in person.
• Explain technical concepts in clear, approachable language and educate owners about operation, care, and common troubleshooting steps.
• Share recurring customer questions and communication gaps with marketing and relevant internal teams.

Walk-in Tours & Vandoffs

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• Lead welcoming tours and host Vandoff appointments that help new Wayfarians confidently operate their vans.
• Use post-handoff support patterns to continually improve the Vandoff experience and customer resources.

General Customer Service & Sales

Support

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• Support accessory orders, shipping, and delivery communication.
• Coordinate vehicle transportation with third-party dispatchers and internal teams.
• Respond to early-stage sales inquiries, qualify interest, and hand off promising leads to the sales team.
• Maintain accurate CRM records in HubSpot and support clear internal handoffs.
• Own customer-facing technical support and warranty requests from initial contact through resolution, keeping customers informed throughout.
• Diagnose common conversion issues through careful questioning, product knowledge, documentation, and collaboration with internal teams.
• Coordinate warranty resolutions, including escalation to engineering, production, or quality control when appropriate.
• Maintain accurate records of issues, claims, actions, timelines, and resolutions; monitor open cases and follow through to closure.

Continuous Improvement & Problem Prevention

------------------------------------------------

• Analyze support requests and warranty claims for recurring problems, root causes, and preventable customer confusion.
• Work with operations, engineering, and quality control to share actionable findings and help prioritize design, production, and inspection improvements; technical changes remain subject to those teams’ approval.
• Audit customer communications before, during, and after installation to identify missing, outdated, or poorly timed technical information.
• Recommend improvements to handoffs, operating instructions, troubleshooting guides, and customer-facing educational materials.
• Develop and maintain a practical knowledge base of frequent issues, diagnostic steps, and proven resolutions.
• Provide a monthly summary of leading issues, trends, corrective actions, and unresolved dependencies.

Customer Communication & Education

---------------------------------------

• Answer general inquiries about Wayfarer vans, processes, and philosophy via phone, email, and in person.
• Explain technical concepts in clear, approachable language and educate owners about operation, care, and common troubleshooting steps.
• Share recurring customer questions and communication gaps with marketing and relevant internal teams.

Walk-in Tours & Vandoffs

------------------------------

• Lead welcoming tours and host Vandoff appointments that help new Wayfarians confidently operate their vans.
• Use post-handoff support patterns to continually improve the Vandoff experience and customer resources.

General Customer Service & Sales

Support

---------------------------------------------

• Support accessory orders, shipping, and delivery communication.
• Coordinate vehicle transportation with third-party dispatchers and internal teams.
• Respond to early-stage sales inquiries, qualify interest, and hand off promising leads to the sales team.
• Maintain accurate CRM records in HubSpot and support clear internal handoffs.

Qualifications:What You Bring

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• 2–4 years of experience in technical customer service, warranty support, troubleshooting, product support, or related work.
• Mechanical or technical aptitude and a systematic approach to identifying root causes.
• Strong empathy, clear communication, organization, and reliable follow-through.
• Ability to collaborate across customer service, engineering, production, and quality control.
• Comfort with CRM tools, documentation, and multiple simultaneous cases.
• Enthusiasm for outdoor travel is a must.

About Company

Wayfarer Vans is a Colorado-based adventure vehicle company dedicated to helping people explore more freely and comfortably. We design and manufacture thoughtful camper van conversions and products that combine functionality, durability, and modern design for life on the road.

Our culture is grounded in craftsmanship, innovation, and a shared passion for adventure. We value ownership, collaboration, creativity, and continuous improvement. We believe the best work comes from people who care deeply about quality, their teammates, and the customer experience.

Our mission is simple

Wayfarer Vans builds simple, beloved camper vans.

Our vision is to inspire people to travel simply and enjoy the outdoors.