Online Customer Support Expert

2nd Swing•Eden Prairie, MN

1d•Onsite

About The Position

Come work with us, not for us! 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. 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 is 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.

Requirements

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.
Ability to work some weekend days.
Prolonged periods of sitting, standing, and bending.

Nice To Haves

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.

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.