Customer Support Specialist

Customer Service Associate

Sprocket Sports

About the Role

As a Customer Service Associate, you’ll be the friendly, reliable voice for Sprocket users. Parents and coaches rely on Sprocket to manage their season, from registration and payments to schedules and their profile and account, and when they need help, they need it fast. You’ll answer questions, resolve account issues, and make sure every user leaves the conversation feeling taken care of.

Key Responsibilities

• Respond to user emails and tickets quickly, clearly, and with a warm, professional tone
• Help users with logins, passwords, account access, and managing their profile and account
• Answer questions about registration, payments, and using Sprocket
• Troubleshoot platform functionality and user-reported issues
• Prioritize requests to meet our response-time goals
• Keep users updated on next steps so they’re never left wondering
• Pass more complex issues to the right internal team with clear notes
• Partner with Client Success Managers when issues impact managed accounts
• Help improve our Help Center articles based on the questions you see
• Participate in internal trainings, platform updates, and occasional QA testing

Requirements & Tech Stack

• Experience in a customer service or support role where you handled inquiries and resolved issues by email, chat, or phone
• Experience supporting users of a software product or online service is a plus
• A genuine desire to help people, and the poise to stay positive and solution-focused under pressure
• Strong written and verbal communication
• Accuracy, dependability, and follow-through
• Comfort picking up a new product
• Willingness to work occasional non-standard hours, including a Saturday morning shift

Qualifications

• Bachelor’s degree
• Nice to have: Zendesk, Intercom, Salesforce, or similar tools