Customer Experience Lead - Weekend Work

Smedley Group•Indianapolis, IN

5d•Onsite

About The Position

FAT Karting League is a high-performance motorsport business built around competition, precision, and experience. We deliver organised racing environments where attention to detail, consistency, and teamwork are critical to success — on and off the track. As a growing organisation, we’re building more than just a karting league. With plans to expand into other areas of motorsport, we’re creating opportunities for people who want to grow with the business and develop their careers as we scale. We’re looking for driven individuals who thrive in fast-paced, energetic settings, take pride in high standards, and are motivated by responsibility, progression, and being part of something that’s moving forward. We are looking for an energetic and customer-focused Event Customer Experience Lead to support the growth of our youth karting programmes in Indianapolis. This part-time weekend role is ideal for someone who enjoys building relationships, delivering exceptional customer experiences, and working within a fast-paced live events environment. You will play a key role in converting warm enquiries into confirmed bookings through consultative conversations with parents and customers, while also acting as the main point of contact during race weekends. From event administration and customer communication to upselling future events and supporting community engagement, this role is central to delivering a premium FAT Karting experience. This is a fantastic opportunity for someone who thrives in an energetic environment, enjoys interacting with people, and wants to be part of an ambitious motorsport business with long-term growth opportunities.

Requirements

Experience in a customer-facing role involving enquiries, bookings, or sales conversations
Strong communication skills with the ability to build rapport quickly
Confident and professional approach to customer interactions
Ability to manage customer expectations and resolve objections effectively
Comfortable working in fast-paced environments where priorities can change quickly
Strong attention to detail and organisational skills
Confident using digital systems and communication platforms
Ability to remain calm and professional during live events

Nice To Haves

Experience in a sales or conversion-focused environment
Experience within events, sports, hospitality, or youth programmes
Experience supporting social media or community engagement activities
Exposure to process improvement or operational support work
Passion or interest in motorsport is advantageous

Responsibilities

Build trusted relationships with parents and customers throughout the youth karting sign-up journey
Convert warm enquiries into confirmed programme bookings
Handle objections confidently and provide clear, accurate programme information
Identify opportunities to upsell future events and programmes
Act as the primary customer point of contact during events
Manage sign-on processes and maintain accurate customer details within Alpha Timing
Communicate event schedules, updates, and important information clearly and professionally
Capture and document customer feedback to support service improvement
Escalate operational issues promptly to the Event Manager or Hub Manager
Deliver a high standard of customer experience at every event touchpoint
Support social media content creation through capturing photos and videos during events
Represent FAT Karting League positively within the local community
Help build strong relationships with drivers, parents, and local supporters
Contribute ideas to improve customer service and sales processes
Support continuous improvement across event operations and administration
Ensure CRM and event data is accurate and maintained to a high standard