Member Experience & Customer Support Specialist

About the role

D1 Training is a high-growth sports performance brand providing custom training protocols, elite coaching, and athletic development for youth and adult athletes across North America. We combine sports science with a high-energy community environment to deliver division-one level training nationwide.

We are looking for a sharp, proactive Customer Support Specialist to handle high-touch communications across our prospective athletes, current members, and franchise accounts. You will manage incoming inquiries, troubleshoot account/billing issues, and build lasting relationships with our community.

Responsibilities

• Serve as the primary point of contact across email, chat, phone, and SMS tickets using our CRM and ticketing tools (Gorgias/Zendesk).
• Process, track, and resolve member account updates, order logistics, subscriptions, and billing inquiries via Shopify and our management systems.
• Assist members and prospective athletes with program inquiries, scheduling protocols, and account troubleshooting.
• Maintain a high level of product and operational knowledge regarding our training programs and franchise offerings.

Requirements

• Must reside and be legally authorized to work in the United States.
• 2+ years of remote customer support experience at a D2C e-commerce, fitness, or membership brand.
• Direct experience with Shopify and ticketing systems (Gorgias, Zendesk, or similar).
• Strong written/verbal communication skills with a professional, customer-first tone.
• Ability to work synchronously during Core EST Business Hours.
• Experience or strong interest in sports performance, fitness, or athletic training is a major plus.

Benefits

• 100% remote working flexibility (US-based).
• Complimentary D1 Training facility access and employee discounts on gear.
• Paid time off (PTO) and paid company holidays.

Pay

$19.00 – $26.00 / hour (Based on experience)

Schedule

Full-time, EST Business Hours