Customer Support Specialist →

Elite Hockey HQ; Northern (KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Elite Hockey HQ is hiring a Customer Support Specialist to assist athletes, coaches, and teams with our training platform. You will be the frontline for user questions, guiding sign-up through daily training and helping with onboarding, dashboards, and account setup.

You will troubleshoot issues, respond quickly and professionally, and help improve support materials. Familiarity with help desk tools and a customer-first mindset are essential for success.

Qualifications

• 1+ years of experience in a customer support, customer success, or help desk role.
• Strong written communication skills with a clear, patient, and professional tone.
• Comfort working with software applications and learning new tools quickly.
• Ability to manage a queue of tickets/messages and prioritize effectively.
• Problem-solving mindset and attention to detail.
• Reliable, self-directed work style.

Responsibilities

• Respond to inbound customer questions via email and other support channels in a timely, friendly, and accurate manner.
• Troubleshoot account, billing, and app functionality issues, escalating technical bugs to the product team as needed.
• Guide new users through onboarding, including account setup and understanding the training dashboard.
• Maintain and update help documentation, FAQs, and canned responses to improve support efficiency.
• Track and report recurring customer issues to help identify product improvement opportunities.
• Support team and camp/showcase account customers with setup and account-management questions.

Skills

Customer support

Written communication

Problem-solving

Time management

Tools

Zendesk

Intercom

Freshdesk

Job description

Elite Hockey HQ is looking for a Customer Support Specialist to help athletes, coaches, and teams get the most out of our training platform. This role is the front line for player and team support — answering questions about the app, troubleshooting issues, and making sure every user has a smooth experience from sign-up through daily training use.

What you'll do

• Respond to inbound customer questions via email and other support channels in a timely, friendly, and accurate manner
• Troubleshoot account, billing, and app functionality issues, escalating technical bugs to the product team as needed
• Guide new users through onboarding, including account setup and understanding the training dashboard
• Maintain and update help documentation, FAQs, and canned responses to improve support efficiency
• Track and report recurring customer issues to help identify product improvement opportunities
• Support team and camp/showcase account customers with setup and account-management questions

What we're looking for

• 1+ years of experience in a customer support, customer success, or help desk role
• Strong written communication skills with a clear, patient, and professional tone
• Comfort working with software applications and learning new tools quickly
• Ability to manage a queue of tickets/messages and prioritize effectively
• Problem-solving mindset and attention to detail
• Reliable, self-directed work style

Nice to have

• Familiarity with hockey or general sports training terminology
• Experience using help desk or CRM software (e.g., Zendesk, Intercom, Freshdesk)
• Experience supporting a subscription-based or app-based product