Member Experience & Customer Support Specialist

D1 Training; United States; Remote; USD 26,000 - 36,000; Full time

Benefits offered by this job

100% remote working flexibility (US‑or

Complimentary D1 Training facilityアクセス

Paid time off (PTO) and paid companyH

Job summary

D1 Training, a high-growth sports performance brand, is seeking a Member Experience & Customer Support Specialist to join as a full-time, remote team member. You will handle high-touch communications with prospective athletes, current members, and franchise accounts, resolving inquiries and building lasting relationships.

The role requires 2+ years in remote customer support, experience with Shopify and ticketing systems (Gorgias/Zendesk), and the ability to work EST business hours.

Qualifications

• 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.

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.

Skills

Remote customer support

Excellent communication

EST business hours availability

Customer-first mindset

Tools

Shopify

Gorgias

Zendesk

Job description

Job Title: Member Experience & Customer Support Specialist

Location: Remote (United States)

Work Hours: Full-time, EST Business Hours

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

About D1 Training

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.

Role Overview

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.

Key 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.

Perks & 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.

Equal Opportunity Employer (EEO)

D1 Training is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.