Online Customer Support Expert

2nd Swing Golf; Eden Prairie (MN); Presencial; USD 28 000 - 33 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

PGA membership dues support

Paid Time Off

401(k) company match

Medical, dental, and vision insurance

HSA/FSA options

Employee merchandise discounts

Ongoing training and careerdevelopment

Health and wellness initiatives

Work-life balance

Resumo da oferta

2nd Swing Golf is seeking an Online Customer Support Expert to join the in-office team in Eden Prairie, MN. The role handles complex customer situations, delivers golf equipment guidance, and supports teammates with best practices.

Weekend availability is required and remote work is not offered. The ideal candidate has 5+ years in retail, hospitality, or customer service, excels in de-escalation, and communicates with professionalism across phone, email, and chat.

Qualificações

• 5+ years of retail, hospitality, or related experience.
• Experience handling escalated customer concerns and complex transactions.
• Ability to de-escalate situations with empathy and professionalism.
• Excellent written and verbal communication; strong hospitality mindset.
• Advanced computer skills across multiple systems and knowledge of golf equipment.

Responsabilidades

• Deliver exceptional golfer experiences across phone, email, and chat.
• Resolve complex inquiries and escalations with confidence and sound judgment.
• Apply advanced knowledge of company policies to resolve unique situations.
• Handle complex transactions, payment concerns, order issues, and inventory discrepancies.
• Provide expert guidance on golf equipment, product availability, trade-in processes, and warranty inquiries.
• Partner with manufacturers and internal teams to resolve challenging customer issues.
• Coach and support teammates by sharing knowledge and best practices.
• Identify recurring customer concerns and suggest process improvements.
• Support onboarding and ongoing training by providing guidance on standards and procedures.
• Maintain strong working knowledge of golf equipment and systems.
• Take ownership of complex issues through resolution and contribute to team goals.

Conhecimentos

Customer service

Hospitality mindset

Communication

Conflict resolution

Process improvement

Ferramentas

NetSuite

Microsoft 365

UKG

Counterpoint

Braintree

Affirm

PayPal

Descrição da oferta de emprego

2nd Swing is a one-of-a-kind, forward-thinking, customer-centric golf retail company. Our employees are highly valued and are encouraged to work hard in a positive and supportive culture. At 2nd Swing you will find:

Vast Exposure to the Golf Industry

A Commitment to Total Well-Being

Opportunities to Discover Your Fit and Make an Impact

A Collaborative and Flexible Environment

Position Summary:

The Online Fitting & Support team works hard to deliver exceptional customer service to 2nd Swing golfers and plays an important role in achieving our mission of Best-in-Class Service. The Online Customer Support Expert is a highly experienced team member who handles the most complex customer situations, applies advanced knowledge of company policies and systems, and consistently delivers outstanding golfer experiences. This position a full-time in-office position located in Eden Prairie, MN. No remote work will be offered. Weekend availability required.

The ideal candidate brings extensive experience in customer service, retail, or hospitality, exceptional golf equipment knowledge, and a proven ability to resolve escalated customer concerns with confidence and sound judgment. This individual serves as a subject matter expert, supports the development of teammates, and helps identify opportunities to improve processes, service quality, and the overall customer experience.

Responsibilities:

• Deliver exceptional golfer experiences across phone, email, and chat, setting a high standard for customer service.
• Resolve the most complex customer inquiries, escalations, and sensitive situations with confidence, empathy, and sound judgment.
• Apply advanced knowledge of company policies and procedures to resolve unique situations and communicate decisions effectively.
• Handle complex transactions, payment concerns, order issues, and inventory discrepancies.
• Provide expert guidance on golf equipment, product availability, trade-in processes, and warranty inquiries.
• Partner with manufacturers and internal teams to resolve challenging customer and equipment issues.
• Serve as a subject matter expert on customer support systems, processes, and policies.
• Coach and support teammates by sharing knowledge, demonstrating best practices, and helping resolve difficult inquiries.
• Identify recurring customer concerns and recommend improvements to processes, policies, and service efficiency.
• Support onboarding and ongoing training by providing guidance on customer service standards, systems, and procedures.
• Maintain strong working knowledge of golf equipment, company systems, and operational processes.
• Take ownership of complex issues through resolution and contribute to broader team goals.

Preferred Qualifications:

Experience in eCommerce, retail operations, hospitality, or a high-volume customer support environment.

Advanced knowledge of golf equipment and the ability to confidently explain product features and recommendations.

Familiarity with NetSuite, Microsoft 365, UKG, Counterpoint, Braintree, affirm, or PayPal.

Experience coaching teammates, supporting training, or serving as a subject matter expert.

Strong analytical, communication, conflict-resolution, and process-improvement skills.

Ability to navigate competing priorities and make independent decisions in complex situations.

Required Qualifications:

5+ years of retail, hospitality, customer service, or related experience.

Extensive experience handling escalated customer concerns, complex transactions, and sensitive policy discussions.

Demonstrated ability to de-escalate challenging situations while maintaining empathy, professionalism, and customer trust.

Exceptional written and verbal communication skills and a strong hospitality mindset.

Advanced computer skills and the ability to troubleshoot issues across multiple systems.

Strong knowledge of golf equipment, terminology, and the customer purchasing experience.

Proven ability to work independently, exercise sound judgment, and serve as a trusted resource for teammates.

Physical Requirements:

Ability to work some weekend days.

Prolonged periods of sitting, standing, and bending.

• Employee programs, including PGA membership dues support
• Paid Time Off
• 401(k) company match
• Medical, dental, and vision insurance
• HSA/FSA options
• Employee merchandise discounts
• Ongoing training and career development
• Health and wellness initiatives
• Work-life balance

Compensation:

$20–$24 per hour, based on previous experience.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.