Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist is the first point of contact for merchandise customers across the PWHL's ecommerce business in the United States and Canada, resolving inquiries accurately and within established service level standards. As the league continues to grow, this role helps deliver a best-in-class fan experience while surfacing valuable customer insights to the Merchandising team. The pay range for this position is $45,000 to $55,000 annually.

Serve as the primary point of contact for merchandise customer inquiries, resolving order, shipping, product, and payment related questions within a 24 hour response standard

Manage returns, exchanges, and replacement requests, coordinating with fulfillment and logistics partners to resolve delivery issues

Identify recurring service trends and partner cross-functionally with Ecommerce, Logistics, and Buying teams to resolve customer concerns

Support product launches and peak sales periods through proactive customer communication

1-3 years of customer service, retail, or ecommerce experience

Excellent written and verbal communication skills, with strong organizational, problem-solving, and multitasking abilities

Flexibility to work evenings, weekends, and travel as required

This position may be based in either the United States or Canada. Applicants must be legally authorized to work in their country of residence on a full-time basis.

Experience with ecommerce platforms or customer service software

Passion for delivering exceptional fan and customer experiences

Flexibility to work evenings, weekends, and travel as required

Candidate must be able to work remotely The Professional Women's Hockey League is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class. Background check will be conducted once a successful candidate is identified.

Describe a time you resolved a frustrated customer's issue. What steps did you take, and what was the outcome?

What ecommerce or customer service platforms have you used, and how comfortable are you learning new systems quickly?

This role requires responding to all customer inquiries within 24 hours, often while managing several open cases at once. How do you prioritize your workload during high-volume periods?

What does "delivering a best-in-class fan experience" mean to you, and how would you bring that to this role?

Are you fully aligned with the published compensation range and understand that it's non-negotiable?