Role overview
The Customer Service Specialist, Motorsports - (Full-time, Remote, USA) provides front-line customer support for performance wheels, handling orders, fitment-related conversations, fulfillment questions, and post-purchase problems. This highly interactive role combines frequent phone communication with CRM and order-management work, partnering daily with Fitment, Fulfillment, and Production teams. Success depends on balancing speed, accuracy, and empathy while turning recurring customer issues into better processes and self-service resources.
Customer Support and Service Outcomes
- Deliver professional, knowledgeable support through inbound and outbound calls, email, and other channels, adapting communication to the customer and using the Raving Fans service philosophy.
- Help customers place and update orders, resolve order questions, and process returns, exchanges, warranties, and refunds.
- Contact customers to resolve fulfillment issues and provide clear updates on order status, backorders, and shipments.
- File, track, and report shipping-carrier claims for lost or damaged packages.
- Coordinate closely with Fitment, Fulfillment, and Production to keep orders accurate, timely, and supported by consistent communication.
- Learn the CRM, order-management platforms, and related systems thoroughly, switching between tools to resolve inquiries quickly and accurately.
- Identify recurring problems, document and report findings, recommend improvements, and contribute feedback as service workflows and tools evolve.
- Create and maintain help articles and guides that enable customers to solve post-purchase questions independently.
- Meet or exceed service metrics: respond to tickets within 24 hours, fully resolve them within 42 hours of first contact, answer at least 95% of calls directed to you, and achieve customer-satisfaction scores of at least 95%.
- Maintain clear, empathetic communication, act as a customer advocate, and perform other assigned duties. This is an actively customer-facing position, rather than an isolated ticket-processing role.
Experience and Capabilities
- High school diploma or equivalent and at least one year of strong customer-service experience using phone, email, and other communication channels.
- Experience with productivity tools such as Google Suite and Microsoft Office.
- Effective verbal and written communication, including adapting tone and detail to the audience and intended outcome.
- Ability to switch tasks frequently, respond to changing priorities, and stay focused and motivated while working remotely.
- Intermediate knowledge of motorsports and the employer's wheel products, including technical concepts involving fitments, vehicle setups, and modifications.
- Ability to read, write, speak, and understand English, with regular and predictable attendance.
Preferred experience: MacOS and telephony systems such as RingCentral are preferred. ERP experience, including NetSuite, and ticketing-system experience, including Zendesk, are advantages.
Work, Pay, and Physical Conditions
This is a full-time, home-based position available in any contiguous U.S. state, with preference for states where the employer already has an established workforce. The fixed, non-negotiable schedule is Monday through Friday, 8:30 a.m.–5 p.m. Pacific Time.
Hourly pay is $19.25–$25.50, depending on location and experience. Eligibility for the short-term incentive/bonus plan begins after 90 days of employment. The posting lists an anticipated start in mid-to-late September 2026.
An offer depends on successful completion of a criminal background check because the role handles sensitive customer information. Work may regularly involve standing, sitting, speaking, hearing, reaching, stooping, kneeling, and using a computer, telephone, and keyboard. Close vision, extended sitting at a computer terminal, and light lifting may be required.
The position requires the ability to travel by ground or air for team-building events. The posting describes occasional domestic team-building travel and annual or semiannual travel for leadership summits. Department events may include sim racing, karting, spectator events, and Northern California visits; no travel percentage is specified.
Benefits and Support
- A $450 annual cell-phone and internet stipend, provided technology, and workspace-equipment reimbursements.
- Base medical plans with 100% of monthly premiums covered for employees and dependents under 14, plus substantial premium contributions for older dependents. Other medical plans are available with employee contributions.
- HSA access, mental-health support, gym discounts, and a healthcare concierge.
- Employer-paid employee premiums for base dental and vision plans, with buy-up options including orthodontic coverage.
- Eligibility for a 401(k) with company contributions.
- Paid sick leave, vacation, and company holidays, including Juneteenth and Indigenous Peoples' Day.
- Motorsports reimbursements covering activities such as HPDEs, track-day insurance, spectator tickets, karting and karting school, sim-racing equipment, SCCA-compliant gear, and premium programs such as DirtFish and Skip Barber, plus substantial product discounts and free merchandise.
- Eligibility for SEMA college grants and loan-forgiveness programs through employment.
Application and Selection
Use the cover-letter space to explain your connection to automotive or motorsports culture. Applicants who are not enthusiasts should describe an interest outside work. Selection includes an EEOC-compliant behavioral and cognitive assessment and multiple virtual interviews. Finalists are often invited to complete a short paid work assignment before an employment offer or long-term contract decision. Equal employment opportunity applies; California applicants can review the source posting's applicant privacy notice.