Customer Support Specialist

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 #J-18808-Ljbffr