Burton Guide Summit Team

The Breakdown:

The Burton Guides are on a mission to welcome a Summit Guide (aka Supervisor or Lead) to a five-person leadership team. You will lead and coach five to ten Basecamp Guides in support of their daily work, across calls, chats and emails. You will train the larger Guides team on product and policy across Burton and Anon Optics. You will lead one to three larger areas of focused work within the supervisory team (e.g, Performer Program, Warranty, Manual Refunds). You’ll rotate weekly as the Summit on Duty (SOD) managing queues and the entirety of Basecamp, leading your Summit peers, and working closely with the North American service manager. You’ll simultaneously handle customer contacts directly in the off-season and partner with your manager and/or peers on process improvement.

What You’ll Bring to the Team:

Stoke and brand-loyalty aren’t enough to keep a high-performing, fast-paced, large team on an even keel; here’s what you’ll bring to continue your personal success as part of our team:

• Two full winter seasons on this team, one of which must have been Winter 2025/2026 for the changeover to Gorgias.
• [Cultivates Innovation] Ability to proactively surface gaps in our processes, hiccups in our training, or unclear communication before they become someone else’s problem.
• [Collaborates] Respectful engagement with your peers as part of a team.
• [Manages Conflict] The ability to resolve escalations and differentiate between a decision that’s yours to make and one that needs to pause for additional approval.
• [Drives Results] An understanding of customer service and business metrics, and the drive to help others understand how their behaviors impact those data points.
• [Plans & Aligns] A strong ability to prioritize, and re-prioritize, when the day changes before mid-morning.
• [Customer Focus] The model of platinum-level customer interactions and the ability to coach others to achieve that model. Knowing when it’s right to suggest a policy exception to protect a customer’s lifetime value, versus when to hold the line.
• [Drives Vision & Purpose] Coach Basecamp to see how their own role drives real value – for the customer, for the brand, for the team and for themselves.
• [Being Resilient] This is a fast-moving team where change is the norm, not the exception. A growth mindset is critical to your success and enjoyment of the role.

Benefits & Perks:

Burton’s benefits package includes health insurance (medical, dental and vision), life insurance (company paid), flex spending, short- and long-term disability insurance (company paid), great parental benefits, 401k plan with company match, HSA with company contribution, fitness reimbursement and paid-time-off.

Burton’s perks include fun stuff like season pass or reimbursement, ride days, and pro deals. You are also able to earn gear credit through our seasonal incentive program. And with several grass-roots initiatives within the company, you might also choose to become part of our mentoring network or action groups. No matter your personal style, we are a team that works hard together while having as much fun as possible.