About Apex Sports

Apex Sports builds at-home training equipment that turns a backyard, garage or driveway into a training ground. Our rebounders, nets, batting cages and spike trainers help volleyball, baseball, soccer and lacrosse players get more reps in between team practices.

We’re an eCommerce business shipping to customers throughout the USA and Canada, and we've helped more than 150,000 athletes and families train at home. Most of our customers are parents buying for a young athlete — so when something goes wrong, they need a real person who responds quickly and makes it right. That's the role we're hiring for.

We're a small, fast-moving team spread across several time zones. We give people real ownership and promote from within as the company grows.

The role

You will be the human face and voice of Apex to every customer. When a customer writes in because a piece of equipment failed or is missing, you're the one who fixes it — quickly, kindly and completely. Alongside support, you'll own the recurring customer-facing marketing execution: building and sending email campaigns, and keeping reviews current on our website.

This is a hands-on, high-trust position with a direct line to the COO. You'll help us set the standard for what great customer experience looks like at Apex.

What you'll own

- Responding to customer inquiries across email, chat, marketplace messaging and social channels
- Order support: tracking, shipping delays, lost or damaged deliveries, address changes
- Returns, exchanges and refunds
- Product questions, pre-purchase advice and troubleshooting
- Assembly and usage support, including pointing customers to manuals and videos
- Spare and replacement parts requests
- Warranty claim assessment and processing
- Backorder and stock-availability communication
- Complaint handling, escalation and de-escalation
- Review management: monitoring, responding and recovering negative reviews




- Marketplace case management (Amazon A-to-Z claims, chargebacks, seller feedback)
- Maintaining help-centre articles, FAQs and reply templates
- Identifying recurring issues and feeding product, quality and fulfillment insights back to the team
- Coordinating with warehouse/3PL and suppliers on shipments and part
- Proactive follow-up to confirm resolution and satisfaction

Who we're looking for

- Based in Newfoundland and Labrador, with the ability to come in person for onboarding and occasional training sessions
- Native-level written and spoken English. You'll be speaking with parents and young athletes at the moment something has gone wrong, and tone, clarity and warmth matter enormously
- 2+ years in customer support, customer experience or a similar customer-facing role — e-commerce or marketplace experience (Amazon Seller Central, Shopify) is a solid plus
- A calm, empathetic communicator who can de-escalate a frustrated customer and leave them feeling looked after
- Organized and reliable with follow-through — you don't let a parts request or a warranty claim fall through the cracks
- Comfortable in our stack — Shopify, Amazon Seller Central, Klaviyo, Zapier, Notion and more — or quick to pick up new tools
- Self-directed and happy working remotely with a distributed team
- Bonus: a background in sport, coaching, or youth athletics

What we offer

- Hybrid and flexible: in-person for initial onboarding and training in Newfoundland and Labrador, then roughly 90% remote
- Genuinely flexible hours: our team spans multiple time zones, so we care about responsiveness and results, not a 9-to-5 clock
- Real ownership: you'll run the customer experience function day to day and report directly to the COO
- Growth: we're scaling quickly and promote from within — this role is a launch point, not a ceiling

Benefits:

- Flexible schedule
- Work from home
- Work Location: Hybrid remote in Newfoundland and Labrador

📌 Customer Experience Specialist (Newfoundland and Labrador)
🏢 ApexSports.co
📍 Newfoundland and Labrador