Customer Service Account Associate

iRacing.com creates authentic racing simulation software and organizes online racing. We are seeking a detail-oriented and customer-focused Customer Service Account Associate to manage customer accounts, resolve billing inquiries, process refunds, and handle account changes. This role requires strong communication, problem-solving skills, and a patient approach to ensure a seamless user experience for our customers.

Must Have

• Assist customers with account updates and profile adjustments
• Manage linked accounts (e.g., Steam) and troubleshoot access issues
• Process billing inquiries, disputes, and adjustments accurately
• Handle refunds and ensure compliance with company policies
• Monitor and reconcile customer accounts for accuracy
• Respond to customer inquiries via email and chat in a timely and professional manner
• Provide clear explanations of billing statements, charges, and policies
• Escalate complex issues to the appropriate departments when necessary
• Investigate and resolve billing disputes promptly and fairly
• Document all interactions and resolutions in the CRM system
• Maintain the confidentiality of customer data and adhere to security protocols
• Ensure compliance with company policies and industry regulations
• High school diploma or equivalent
• 1–3 years in customer service, account management, or billing support
• Strong communication and interpersonal skills
• Excellent problem-solving and organizational abilities
• Proficiency in CRM software and Microsoft Office Suite

Good to Have

• Associate or Bachelor’s degree
• Familiarity with digital platforms (e.g., Steam) and online payment systems
• Ability to work both independently and as part of a team
• Observant with strong attention to detail and pattern recognition
• Honest and secure – comfortable handling sensitive financial information
• Excellent listening, written, and oral communication skills
• Willingness to be flexible and adapt to the changing environment
• Able to multitask in a fast-paced environment
• Positive attitude
• Ability to understand and contribute to the completion of company and departmental goals
• Works well under pressure
• Strong data entry skills
• Sim Racing or Gaming interest
• Basic knowledge of Windows Operating Systems
• Familiarity with the Google Business platform or other similar software packages
• Familiarity with Customer Service Software (the customer relationship management tool). FreshDesk or something similar is a plus.

Perks & Benefits

• Competitive salary
• Benefits package

Description

iRacing.com creates the world’s most authentic racing simulation software. We organize real-time, online racing for virtual and real racers and expand motorsport. For more information about iRacing.com Motorsport Simulations, LLC, please visit our website at www.iracing.com

Looking for a team player who enjoys working with customers to solve problems and strives for excellence.

Position Overview

We are seeking a detail-oriented and customer-focused Customer Service Account Associate to join our team. This role is responsible for managing customer accounts, resolving billing inquiries, processing refunds, handling account changes, and ensuring a seamless user experience. The ideal candidate must have strong communication skills, problem-solving abilities, a caring and patient approach when interacting with customers and team members, and an all-around good work ethic.

Key Responsibilities

• Account Management:
• Assist customers with account updates and profile adjustments.
• Manage linked accounts (e.g., Steam) and troubleshoot access issues.
• Billing & Payments:
• Process billing inquiries, disputes, and adjustments accurately.
• Handle refunds and ensure compliance with company policies.
• Monitor and reconcile customer accounts for accuracy.
• Customer Support:
• Respond to customer inquiries via email and chat in a timely and professional manner.
• Provide clear explanations of billing statements, charges, and policies.
• Escalate complex issues to the appropriate departments when necessary.
• Dispute Resolution:
• Investigate and resolve billing disputes promptly and fairly.
• Document all interactions and resolutions in the CRM system.
• Compliance & Security:
• Maintain the confidentiality of customer data and adhere to security protocols.
• Ensure compliance with company policies and industry regulations.

Qualifications

• Education: High school diploma or equivalent; Associate or Bachelor’s degree preferred.
• Experience:
• 1–3 years in customer service, account management, or billing support.
• Familiarity with digital platforms (e.g., Steam) and online payment systems.
• Skills:
• Strong communication and interpersonal skills. Team-oriented.
• Excellent problem-solving and organizational abilities.
• Proficiency in CRM software and Microsoft Office Suite.

Preferred Attributes

• Ability to work both independently and as part of a team
• Observant with strong attention to detail and pattern recognition
• Honest and secure – comfortable handling sensitive financial information
• Excellent listening, written, and oral communication skills
• Willingness to be flexible and adapt to the changing environment
• Able to multitask in a fast-paced environment
• Positive attitude
• Ability to understand and contribute to the completion of company and departmental goals
• Works well under pressure
• Strong data entry skills
• Sim Racing or Gaming interest is a plus, but not necessary
• Basic knowledge of Windows Operating Systems
• Familiarity with the Google Business platform or other similar software packages
• Familiarity with Customer Service Software (the customer relationship management tool). FreshDesk or something similar is a plus.

Benefits

iRacing provides a rewarding environment and a competitive salary and benefits package.

At iRacing.com Motorsport Simulations LLC, for this position, we reasonably and in good faith expect to pay a salary in the range of $55,000 – $70,000/year.

This range reflects our estimate of what the employer expects to pay for this position at the time of posting, excluding other benefits.

This disclosure is made in compliance with Massachusetts’ salary-range transparency requirements under the Pay-Transparency Law (Mass. Gen. Laws ch. 149 § 105F). Applicants and current employees are entitled to receive this pay-range information.

We regularly review our pay practices to promote fairness and equity.

Location, Working Conditions, & Eligibility:

This position is a full-time remote within the United States.

Candidates must be legally authorized to work in the United States at the time of application.

We are unable to sponsor visas or work permits for this role.

Please send qualified resumes to hr@iracing.com