customer success and fulfillment manager 

overview

Job Title: Customer Success and Fulfillment Manager

Location: Lancaster, PA (hybrid in office / remote)

Website: https://reflexion.co

Position Type: Part-Time (20-25 hours/week)

Compensation: $25-30/hour

Schedule: Flexible hours with a minimum of 10 hours/week in the Reflexion office.

about reflexion

Reflexion is a leader in the world of VR and MR cognitive training, offering personalized workouts that sharpen reaction time, hand-eye coordination, and overall cognitive skills for athletes. Our flagship products—The Edge, an interactive lightboard, and Reflexion GO, a mixed reality training platform—come with customizable plans led by our Virtual Coach™. Trusted by top names like Under Armour and the Denver Nuggets, Reflexion turns training into an immersive, game-changing experience, tracking real-time performance and helping athletes hit their goals. Whether you're training solo or as part of a team, Reflexion makes modern athletic training smarter and more effective.

role overview

As a Customer Success and Fulfillment Manager, you will play a crucial role in fostering customer satisfaction and ensuring seamless product fulfillment. Your primary focus will be onboarding and retaining subscription customers through effective and efficient communication, managing product shipments, and refurbishing units. This is a customer-facing role requiring strong communication skills and the ability to build lasting relationships.

key responsibilities

customer success (10-15 hrs/wk)

1. Develop a deep understanding of customer needs, identify challenges, and develop tailored solutions.
2. Conduct new customer onboarding, covering product use, athlete profiles, scores, and training methods.
3. Provide ongoing support and ensure high customer satisfaction.
4. Retain existing subscription customers through proactive engagement and follow-up.
5. Manage accounts receivable processes, including payment collection, invoicing, and follow-ups to ensure timely and accurate financial transactions.
6. Respond promptly and professionally to customer emails and phone calls to address inquiries, provide support, and maintain strong customer relationships.
7. Compile and analyze reports of customer data to track trends, monitor satisfaction, and identify areas for improvement in service and product delivery.

fulfillment (10 hrs/wk)

1. Manage the shipping queue, including domestic and international orders.
2. Prepare, test, and ship various products, such as The Edge and wall mounts.
3. Handle product refurbishments, such as replacing USBs and SD cards.
4. Update and maintain shipping-related documentation and records.

qualifications

1. Based in Lancaster, PA.
2. 1+ years of experience in customer success, account management, or similar roles, or 1+ years in the fitness industry (e.g., personal training, coaching, physical therapy).
3. Excellent interpersonal skills with the ability to build relationships and communicate effectively.
4. Strong active listening, social perceptiveness, and persuasive communication skills.
5. Resourcefulness, creativity, and a commitment to excellence.
6. Ability to take initiative and ownership of tasks, with a proactive approach to problem-solving.
7. Comfortable working in a team and independently with a strong work ethic.
8. Must possess and maintain a valid driver's license, registered and insured vehicle, with the ability to regularly drive locally/regionally to conduct company business. Occasional, less frequent national travel may also be required.
9. If hired, must adhere to all company policies and procedures, safety requirements, and other prescribed best practices/industry standards.
10. Excellent independent problem solving skills and determination.
11. High level of orginization and prioritization.

work environment

The position is flexible with part-time hours, including a minimum of 10 hours spent in the office in Lancaster, PA and the rest remote. You will work closely with the Reflexion team and customers to ensure that the products and services meet high standards of quality and reliability.

apply now

Join Reflexion in bringing professional cognitive training to athletes and enthusiasts everywhere. We’re excited to find a proactive and personable individual who will contribute to our mission and thrive in our innovative environment.

To learn more, visit our website: https://reflexion.co

To apply, please email your resume to Matt Campagna, CEO at [email protected].

No recruiters, please; principal applicants only.

Applicants must be currently authorized to work in the United States on a full-time basis. The company does not sponsor work visas.

The Company reserves the right to alter, change, modify and/or terminate this job posting at any time without notice, or obligation.

Reflexion Interactive Technologies, Inc. is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.