Customer Service Specialist, Motorsports - (Full-time, Remote, USA)

Customer Service Specialist

Want to be part of a team that will embrace and encourage your motorsports obsession? Are you looking for a long-term career in customer service? Do you want to work for a company that cares about getting things right for our customers, not just churning through tickets? If this sounds like you, keep reading because Apex is looking for a Customer Service Specialist to join our team.

Apex Wheels creates real performance wheels for drivers everywhere. That means designing and manufacturing wheels that don't just look the part, but truly improve performance in a measurable way. Born on the track and raised in California, Apex was founded in 2007 as a passion project by diehard motorsport enthusiasts and has produced function-first, race-proven wheels ever since. Now boasting a team of 40+ staff members, all Apex products are designed by an in-house team of engineers who are just as passionate about motorsports as you.

The Customer Service Representative delivers exceptional front-line support to Apex Wheels customers, ensuring every inquiry and order is handled accurately, efficiently, and with enthusiasm. This role focuses on mastering core systems and processes, providing timely solutions, and embodying Apex's commitment to performance and precision in every customer interaction.

In the space provided for your cover letter, tell us about your connection to automotive or motorsports culture. If you're not an enthusiast, tell us what you are passionate about outside of your work.

As a Customer Service Representative at Apex Wheels, you'll be the human connection between passionate enthusiasts and the performance products they trust. This is not a call center job defined by rigid scripts. It's about solving real problems, anticipating customer needs, and crafting experiences that make Apex customers lifelong fans.

You'll join a small, tight-knit Customer Experience team that's in a phase of strong growth and process refinement. Our systems and workflows are well-established but still evolving, meaning your feedback and initiative will directly influence how we scale. This position will partner daily with our Fitment, Fulfillment, and Production teams to ensure every order ships right, on time, and with the attention to detail that defines our brand. You'll also collaborate cross-functionally to flag recurring pain points, shape better tools, and strengthen the bridge between our customers and our internal teams.

This job can work from your home in any contiguous US state - we'll give preference to candidates in states where we already have an established workforce. Work hours are Monday through Friday, 8:30 AM - 5 PM Pacific time. This schedule is not flexible or negotiable, as those are the core hours we are available to our customers.

Your biggest challenge won't be learning our systems. It'll be mastering the balance between speed, accuracy, and empathy. You'll need to proactively manage a high volume of customer interactions while spotting opportunities to prevent issues before they start. In doing so, you'll help turn reactive service moments into proactive experiences that build trust.

Success in this role will be measured first by your ability to deliver timely, accurate, and friendly resolutions. Short-term wins include mastering Apex's systems, achieving high customer satisfaction scores, and meeting key performance metrics. Long-term success means becoming a go-to problem solver and trusted customer advocate who helps to inform Apex's next-generation service model.

If you are already feeling stuck in Customer Service or want to be behind the scenes, this isn't a good fit. This is a highly interactive, customer-facing role and is ideal for someone who is energized by regular phone-based communication and relationship-building. If you enjoy talking shop with customers, we encourage you to apply.

While much of your work happens through digital channels, you'll spend your days connecting with customers and teammates across departments, not quietly processing tickets in isolation. If you love diving into details, take pride in delivering a five-star experience, and want your work to tangibly improve both the customer journey and internal processes, you'll thrive here.

Success in this role means consistently achieving key outcomes, which include the following:

• Consistently respond to customer tickets within 24 hours of receipt.
• Fully resolve customer tickets within 42 hours of their first contact.
• Maintain a high level of productivity such that you answer 95% or more of the calls that come to you.
• Consistently score 95% or higher on Customer Satisfaction Surveys related to the service you provided.

Responsibilities include:

• Deliver a best-in-class customer service through inbound and outbound phone, email, and other methods by representing Apex Wheels with professionalism and enthusiasm.
• Use the Raving Fans philosophies to inform your approach and decision-making.
• Assist customers with placing new orders, updating existing ones, and resolving any order-related questions or issues.
• Process returns, exchanges, warranties, and refunds efficiently while ensuring a smooth, customer-first experience.
• Support the resolution of fulfillment issues through customer outreach.
• Provide timely and transparent updates on order status, backorders, and shipments to keep customers fully informed.
• Achieve or exceed key performance indicators or performance metrics.
• Act as the voice of the customer, identify recurring issues, document and report findings, and recommend solutions that improve the customer journey.
• Develop and maintain self-service resources such as help articles and guides to empower customers post-purchase.
• Become an expert in Apex's systems, including CRM and order management platforms, navigating multiple tools to resolve inquiries quickly and accurately.
• File, track, and report on claims with shipping carriers related to lost or damaged packages.
• Collaborate closely with the Fitment, Fulfillment, and Production teams to ensure seamless communication and issue resolution.
• Uphold Apex's brand standards in every interaction, delivering clear, empathetic, and knowledgeable support that reflects our commitment to performance and precision.
• Other duties as assigned.