Customer Experience Specialist

What You’ll Do

Our Customer Experience (CX) team is the heartbeat of the Prep Network mission, providing clarity, care, and speed to every athlete, coach, and parent we serve. As a member of our team, you’ll be a vital advocate for our users, delivering thoughtful, top-tier support across all our brands using our ticketing CRM. You won't just be answering tickets; you'll collaborate with teams across our organization to champion the customer voice, shape our initiatives, and ensure every interaction is a positive one.

You’ll also take the lead on managing our payment dispute process. This critical task requires precision and efficiency as you work behind the scenes with banks and payment processors to investigate claims and gather the evidence needed to meet strict submission deadlines—all while ensuring our customers feel heard and supported.

Who We Are

Prep Network is a sports company that connects high school athletes with college coaches. Through our nine brands, we publish over 4,000 articles each month and actively scout talented athletes across the U.S. We aim to discover and promote promising prospects who aspire to play at the collegiate level.

In addition to our content, Prep Network is the top event operator in the U.S., hosting 200+ tournaments annually. We offer a combination of top-tier competitions and extensive media exposure for attending teams. Our 250+ showcases each year provide a platform for over 10,000+ prospects to compete in front of colleges, scouts, and media outlets.

We’re pumped to have been named one of the "Best Places to Work" by Minneapolis/St. Paul Business Journal for four years running, and to land a spot on the 2025 Inc. 5000 list of America’s fastest-growing private companies. Prep Network isn’t your average sports company—we’re all about helping student-athletes succeed and creating an awesome workplace.



Core Responsibilities

Manage Customer Climate: Build trusted relationships and maintain high customer satisfaction across Prep Network brands.
Create Customer Experience: Gather customer feedback and translate insights into improvements to processes and products.
Educate: Guide customers through our website, subscriptions, and events with clear, friendly explanations.
Resolve. Assist with orders, refunds, cancellations, upgrades, and other miscellaneous website and event inquiries efficiently and empathetically.
Communicate: Deliver clear, professional support via email, chat, and occasional phone calls.
Be a Team Player. We're growing quickly and need someone who embraces new challenges and opportunities. No job is too big or too small.
Manage the dispute process. Investigating claims, collaborating with banks/payment processors, and gathering necessary documentation to submit evidence by strict deadlines.
How We Measure Success

Customer satisfaction and positive feedback
Timely response and resolution times
Accurate, consistent support and documentation
Must-Haves in a Candidate

Fluent in both written and spoken English with clear, professional communication
1+ year of customer support or service experience (email, chat, or phone)
Excellent writing skills with strong grammar, tone, and empathy
Highly organized with strong attention to detail
Ability to manage multiple tickets and priorities independently
Comfort resolving customer issues without constant supervision
Experience with Google Workspace (Gmail, Docs, Sheets, Calendar)
Reliable internet and ability to work an 8-hour shift between 6am–5pm CST
Nice-to-Haves in a Candidate

Experience with customer support tools (Zendesk, Intercom, Freshdesk, etc.)
Experience working with SaaS subscriptions or event/ticketing platforms
Familiarity with Slack and Asana or similar team tools
Strong technical aptitude and comfort learning new systems quickly
Experience supporting U.S.-based customers or companies
Benefits and Perks


At Prep Network, we take pride in our culture and commitment to creating an exceptional workplace environment. Here are some of the benefits and perks you can expect when you join our team:

Impact at Scale. Your work directly shapes the experience of thousands of parents, athletes, and coaches each year. This isn’t just a support role; you’re a key part of how families experience Prep Network.
Remote Flexibility. Work remotely from your home while collaborating with a U.S.-based team. You’ll have a consistent schedule during CST business hours, with clear expectations and structured workflows.
Supportive, High-Trust Culture. Prep Network has been recognized as a Best Place to Work multiple times. We value curiosity, accountability, and people who care deeply about doing great work and supporting customers with empathy.
Ownership & Autonomy. We trust you to manage your workload and deliver excellent service. You’ll have documented processes, clear goals, and the autonomy to solve problems and make a real impact.
Professional Growth. We encourage continuous learning and growth. High-performing contractors have opportunities for expanded responsibilities and long-term engagement.
Compensation. Targeted salary is $1,200 - $1,400 per month. The starting salary will depend on the skills and applicable experience you bring to this role.
Contract Details

This is a contractor role (not a U.S. employee)
Paid monthly, on the last business day of the month, via Wise
The expected schedule: 40 hours/week during CST business hours
Long-term opportunity for high performers

Join us at Prep Network and be part of a dynamic team that values your individuality, fosters personal growth, and offers a diverse range of benefits to enhance your professional and personal life. Discover a workplace where you can thrive, learn, and make a meaningful impact on our journey together.

All applications must be submitted through the following link to be considered for this position: ----------