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Join EXACT Sports, a mission-driven team empowering youth athletes through best-in-class events and experiences. We're hiring a Customer Experience Lead to own how families, athletes, and coaches experience us — across every brand, every channel, and every stage from first question to post-event follow-up.

We’re looking for an enthusiastic and detail-oriented Customer Experience Leader to help manage and enhance our customer communications. This is not a “run the inbox well” role. You’ll build the systems, communications, automation, and team that make an exceptional customer experience repeatable. If you enjoy engaging directly with customers, solving problems, and supporting team growth, this could be the perfect opportunity for you.

Role Overview:

In this full-time, salaried role, you’ll join a part of our Shared Services department. Your main responsibility will be to manage the customer-experience lifecycle, ensuring prompt, accurate, and helpful guidance through our various communication channels. You'll oversee and guide the customer support team, refining their skills through oversight and mentorship.

What You'll Do

  • Own the Customer Journey: Lead communications across brands, channels, and the full pre-event, event-day, and post-event lifecycle.
  • Build the System: Create playbooks, automated communications, self-service content, standards, and workflows that reduce preventable support volume.
  • Treat CX Like Revenue: Improve conversion from inbound questions, save cancellations, manage disputes/refunds, and help collect outstanding balances.
  • Lead the Team: Coach a distributed team of specialists and freelancers while building reliable weekend and event-day coverage.
  • Use Technology & Data: Launch Zendesk, deploy AI where it creates leverage, track performance, identify patterns, and partner with Tech on improvements.

What We're Looking For

  • Strong systems thinker who turns messy workflows into repeatable processes
  • Proven people leader who can coach and hold a team accountable
  • Revenue-minded and comfortable measuring business impact
  • Excellent written communicator with strong judgment and customer empathy
  • Comfortable with Zendesk or similar tools, automation, AI, dashboards, and data

WHY JOIN US?

At our organization, we don't just offer a role; we offer an opportunity to make a difference. You will be a vital contributor in shaping the future of youth, and influencing their lives.. We value your skills, but more than that, we value your passion, energy, and dedication.

Are you ready to take up this challenge? If so, we can't wait to hear from you. PLEASE APPLY!

join EXACT in empowering
youth athletes

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Build your career in sports

Work with Amazing Coaches

Help Athletes Reach Their Full Potential

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Culture matters. Join us.

Ready to Empower Youth athletes?

 apply now 
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COMPARE COLLEGE COMPETITION LEVEL
FEATURED-1D-2D3NAIA
Athletic ScholarshipsFullPartialNoYes
Academic FlexibilityMediumHighVery HighHigh
Competition LevelEliteHighCompetitiveCompetitive
Recruiting IntensityVery HighHighModerateModerate
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