Online Customer Support Expert

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

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.

Full-Time Benefits

• 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.