Powersports Customer Support Representative

About the role

Do you enjoy helping people, solving problems, and learning new technology? At DX1, we're looking for a Customer Support Representative to help powersports dealerships get the most out of the software they rely on every day. Our platform supports nearly every aspect of dealership operations, from sales and inventory to service, accounting, and digital marketing. In this role, you'll work directly with dealership employees across the country, helping them troubleshoot challenges, navigate our platform, and make the most of its capabilities. Whether you're resolving an unexpected issue or walking someone through a new workflow, your work will have a direct impact on our customers' success.

Why Join Us?

• Work with technology that makes a difference. Your work helps real businesses solve operational challenges and serve their own customers more effectively.
• Build valuable software expertise. Gain hands-on exposure to a platform spanning dealership sales, parts, service, accounting, and digital operations.
• Be part of a collaborative environment. Work alongside experienced teammates and collaborate with departments across the business.
• Make an impact beyond individual support requests. Your insights and experiences can contribute to improving support processes, documentation, and the overall customer experience.

Location

Applicants must reside within Norfolk, VA, Chesapeake, VA, Virginia Beach, VA, Suffolk, VA, Portsmouth, VA, Hampton, VA, Newport News, VA, or surrounding areas within a reasonable commute to our Norfolk campus office.

Schedule

This role offers a hybrid work schedule: Remote Workdays: Mondays and Fridays; In-Office Workdays: Tuesdays, Wednesdays, and Thursdays. Team members are scheduled to work approximately one Saturday every 4–6 weeks. When working a Saturday, you'll have the following Monday off instead of your regularly scheduled remote workday. Our hybrid schedule is designed to balance flexibility with the collaboration needed to support our customers effectively. As customer and business needs evolve, work schedules may be adjusted.

Responsibilities

• Help customers solve problems. Provide friendly, knowledgeable support by phone and through our ticketing system, helping dealership staff navigate software questions, troubleshoot issues, and find solutions.
• Investigate and troubleshoot. Ask thoughtful questions, research unexpected behavior, identify potential causes, and collaborate with teammates when additional expertise is needed.
• Own the customer experience. Manage support inquiries from initial contact through resolution, keeping customers informed and ensuring they understand the next steps.
• Teach and empower customers. Provide