Customer Service Specialist (On-Site)

Who Are We?

Royal Change is a dynamic digital fitness, nutrition, and apparel company led by Sydney and Dustin Houdyshell. We are one of the world’s most recognized fitness media brands, producing thousands of workouts, building a global membership community, and launching a successful apparel line. Sydney and Dustin have grown a community of millions of people from all over the world and their mission is to continue to expand their reach, grow their audience, and be able to impact more lives with their life-changing, high-quality work. This is a fast-paced, results-driven environment where innovation meets execution.

Why Join Royal Change?

• Be part of a mission to empower people worldwide through fitness and wellness
• Work with a team that values creativity, excellence, and innovation
• Competitive salary with performance-based incentives
• Employee discounts on Royal Change products
• PTO, health insurance, short-term and long-term disability, life insurance, and HSA benefits
• Opportunities for rapid growth, but expect a high level of commitment and drive

Job Description:

We are seeking a dedicated and customer-focused Customer Service Specialist who will take full ownership of providing exceptional support to our community and customers. You will play a vital role in ensuring a seamless experience across all touchpoints, handling inquiries, resolving issues, and fostering strong relationships with our global audience. This is a dynamic role where you’ll be expected to communicate effectively, problem-solve in real time, and uphold our brand’s commitment to a positive experience for our customers and community. If you thrive on helping others, love health and wellness, and can create and take ownership of positive customer experiences, this job is for you.

Your expertise must include strong communication skills, problem resolution, and a passion for delivering encouraging assistance to customers. We expect you to be proactive, empathetic, and solutions-oriented.

Position Requirements:

• Proficiency in Google G Suite and/or Microsoft Office
• Ability to work independently with minimal supervision.
• Strong time management, organization, and attention to detail
• Excellent verbal and written communication skills
• Professional, personable, and respectful demeanor when interacting with customers
• Team-oriented mindset with a passion for contributing to and cultivating collective success
• High energy, resilience, and adaptability in a fast-paced environment
• Open to feedback and proactive in learning new skills
• Act as the voice of Sydney, Dustin, and Royal Change, assisting customers with workouts, apparel, memberships, and community navigation

Position Expectations:

• Answering emails and messages to problem solve and assist Royal Change customers
• Provide customer support for purchases, returns, and exchanges
• Handling and resolving customer inquiries from a variety of avenues in the company such as digital memberships, workout platforms, promotions, partnerships, and all digital program launches
• Educate customers on product options, programs, and new features with anything involving our workouts, calendars, or membership
• Deliver prompt, detailed, and customer-focused service globally
• Identify and report customer trends, suggesting improvements to leadership
• Support communication during major launches and events
• Maintain detailed knowledge of Royal Change/Sydney Cummings products and experiences
• Provide administrative support, including managing calendars, emails, and contractor correspondence for anything involving studio renovations or upgrades
• Maintain organization and cleanliness of studio space on film sets, open spaces, distribution, and conference room
• Maintain accurate Sydney Squad membership records and proactively address any membership issues involving payments
• Handle confidential information with discretion
• Perform general office tasks and special projects as needed
• Analyze our membership community comments and responses and customer reviews for improving customer experience
• Work closely with founders and office staff on ad hoc activities, including mail and package shipping and receiving and ordering office supplies as needed
• Maintain customer care processes & policies, including the website FAQ section, to ensure customers are receiving the best support possible
• Perform general warehousing duties
• Assist in customer order fulfillment, receive and inspect customer product returns
• Help implement CRM software and automate customer service inquiries for 24/7 customer autonomy

In this exciting role, you’ll be expected to:

• Be accommodating and informative
• Be PASSIONATE about customer service and making people happy
• Possess great organizational and communication skills
• Feel comfortable and confident in making decisions and working independently
• Have a keen desire to build, create, grow and enhance everything you touch
• Be a positive, enthusiastic, and humble member of our team
• Turn negative customer experiences into positive ones by showing empathy and providing effective solutions
• Maintain a high level of professionalism and patience when dealing with both happy and upset customers
• Collaborate with other team members to improve overall customer service and experience
• Be on top of all upcoming apparel, program, and membership community events, launches, or changes
• Solve problems for the customer and the founders digitally and in-studio and be one step ahead to create an environment striving for progress
• Must be able to lift up to 50lbs

Must-Have Experience:

• 5+ years in a customer service role with a proven track record of customer satisfaction
• 3-5+ years of experience in ecommerce with a focus on direct-to-consumer retail
• Experience in fitness, wellness, or apparel is a major plus

This role is very important to our company and, most importantly, to millions of people around the world who we have yet to help live a healthy life. You’ll be expected to uphold a high standard of work, think strategically, and take full ownership of outcomes. If you’re looking for a challenge and the opportunity to shape one of the world’s leading fitness brands, apply today.