Senior Customer Experience Specialist

LOCATION:

Primarily in Office:
Solana Beach, CA

This is a permanent, part-time position. $35.00 per hour

At Rally, we deliver unforgettable camp experiences for children in partnership with some of the world’s largest professional sports brands; and we believe the customer experience begins long before a camper ever steps on-site.

• Fast, thoughtful response times.
• Warm, human communication — no scripts, no automation.
• Proactive outreach. Elite attention to detail. Real follow-through.

We’re looking for a Senior Customer Experience Specialist who takes that as seriously as we do.

We’re seeking someone experienced, steady, and detail-oriented: someone who takes personal ownership of how customers are treated and how operational details are handled.

You will serve as a primary owner of the customer experience across our camp brands.

• Acting as a trusted, knowledgeable point of contact for families via phone and email
• Guiding parents through enrollment with clarity and confidence
• Handling service recovery situations with professionalism and accountability
• Managing and documenting customer issues to ensure nothing slips through the cracks
• Supervising seasonal customer experience interns and temporary team members

We don’t believe in “ticket queue” customer service. We believe in relationships.

You’ll collaborate closely with camp site staff, operations, marketing, and leadership to ensure seamless communication and resolution of customer needs.

During our peak season, this role also plays an essential operational support function.

• Organizing and managing receipts for finance
• Supporting billing communications and financial record accuracy
• Data entry, vendor coordination, and reporting support

• January - March - Approximately 30-35 hours per week
• April - August - Approximately 40 hours per week
• September - December - Approximately 20+ hours per week

We’re a hybrid team with a mix of in-person and remote work.

You likely have 3+ years of experience in customer experience, operations, office administration, or a similar high-touch role.

• Respond quickly — and thoughtfully
• Catch small errors others miss
• Follow through without being reminded
• Communicate warmly but clearly
• Stay calm under pressure
• Take ownership instead of passing problems along

You’re proficient in Excel and Google Sheets, and you can quickly learn new platforms and software systems.

Accuracy and follow-through are critical in this role.

Final candidates will be asked to provide professional references who can speak directly to:

• Your reliability
• Your attention to detail
• Your professionalism and ownership
• Your ability to manage responsibility under pressure

At Rally, we all take pride in wearing more than ‘one hat.’ As part of your role, you will occasionally be asked to support the team outside of your traditional job function.