Online Customer Support Specialist

2nd Swing•Eden Prairie, MN

22h•Onsite

About The Position

The Online Fitting & Support team works hard to deliver excellent customer service to 2nd Swing golfers and plays an important role in achieving our mission of Best-in-Class Service. The Online Customer Support Specialist plays an integral role in resolving complex customer inquiries, providing knowledgeable equipment guidance, and creating positive experiences for golfers across multiple service channels. This position a part-time in-office position located in Eden Prairie, MN. No remote work will be offered. Weekend availability required. The ideal candidate has extensive customer service experience, strong golf equipment knowledge, and the ability to independently resolve challenging customer situations. This individual demonstrates confidence, empathy, and a hospitality-focused approach while communicating policies, navigating complex transactions, and delivering exceptional service. They also serve as a resource for teammates by sharing knowledge and best practices.

Requirements

3+ years of retail, hospitality, customer service, or related experience.
Demonstrated experience handling complex transactions and communicating policies.
Strong de-escalation, empathy, and problem-solving skills.
Confident, professional communication style and a hospitality-focused approach to customer service.
Strong computer skills and the ability to navigate multiple systems efficiently.
Working knowledge of golf equipment and terminology, or the ability to quickly develop that knowledge.

Nice To Haves

Experience in eCommerce, retail sales, hospitality, or a call-center environment.
Familiarity with NetSuite, Microsoft 365, UKG, Counterpoint, Braintree, Affirm, or PayPal.
Strong golf equipment knowledge and the ability to explain product features to customers.
Excellent communication, problem-solving, and conflict-resolution skills.
Ability to work independently, prioritize competing tasks, and make sound customer-focused decisions.

Responsibilities

Deliver exceptional golfer experiences across phone, email, and chat.
Independently manage customer inquiries and resolve complex service issues.
Handle complex transactions and communicate company policies clearly and confidently.
De-escalate challenging customer interactions with empathy, professionalism, and sound judgment.
Provide knowledgeable guidance on golf equipment, product availability, and trade-in processes.
Coordinate with manufacturers to resolve warranty inquiries and product concerns.
Investigate and resolve equipment tracking, order, payment, and inventory discrepancies.
Process inventory reattributions and other system updates accurately.
Identify opportunities to improve customer satisfaction and service efficiency.
Share product knowledge, service best practices, and process expertise with teammates.
Maintain proficiency in company systems, processes, and golf equipment knowledge.
Contribute to team goals and assist with additional responsibilities as needed.