Retailer Success Specialist

Retailer Success Specialist
Department: Operations / Customer Experience
Reports To: CX Manager
Cross-Functional Alignment: Controller (Finance), Operations, Sales
Location: Remote
Employment Type: Full-Time

About Hyer

Hyer Boots is igniting a new generation's passion for Western heritage with bold design, radical authenticity, and a disruptive go-to-market strategy. We’re on a mission to reclaim our legacy as the most iconic Western brand in America—and we’re just getting started.

About the Position

As a Retailer Success Specialist, you will be the primary point of contact for HYER’s wholesale partners. You’ll own the retailer support communication channels (phone / email) and ensure every retailer issue or question is handled quickly, professionally, and with care. Beyond reactive support, you’ll drive retailer success by educating partners on HYER Serve (our B2B platform and adjacent tools), supporting account health through timely billing and collections, and ensuring retailers have a smooth end to end, reliable experience with HYER.

This role blends customer success, operations, and light financial coordination. You’ll report directly to our CX Lead, while working cross-functionally with the Controller (Finance), operations and sales to keep retailers supported, educated, and set up to succeed season after season.

Key Responsibilities:

• Own the retailer support phone line and respond to retailer inquiries with timely, professional support.
  
  
• Troubleshoot and resolve order, account, and platform-related issues for wholesale partners.
  
  
• Educate and train retailers on HYER Serve to increase adoption and repeat use.
  
  
• Partner with retailers to ensure timely invoice payments and support transitions to digital payment methods.
  
  
• Coordinate with Finance to manage credit memos, reconciliations, and account updates accurately.
  
  
• Provide proactive account support to strengthen retailer relationships and encourage long-term engagement.
  
  
• Share retailer feedback and insights with Marketing to inform B2B communications and educational content.
  
  
• Collaborate with Operations and the COO to identify and resolve systemic issues affecting retailer experience.
  
  
• Track and report on key metrics including CSAT, collections performance, and HYER Serve adoption.