Customer Service Associate
Sprocket Sports
???? Customer Service Associate
???? Chicago, IL | ???? Hybrid | ???? Full-Time
At Sprocket Sports, were building the operating system for youth sports, and were looking for a Customer Support Specialist whos passionate about helping users, solving problems, and delivering an exceptional support experience.
This role sits on the front lines of our customer experience, ensuring users receive fast, accurate, and professional assistance when they need help navigating the Sprocket platform.
About Sprocket
Sprocket Sports is a fast-growing technology company based in Chicago and a national leader in the youth sports space. Our software and services help clubs streamline operations, reduce costs, and grow faster so they can focus on what really matters: kids playing sports.
Were also proud to be a Certified Great Place to Work 2025, with a culture built on Higher Standards, Greater Accountability, and More Fun.
About the Role
As a Customer Service Associate, youll be the friendly, reliable voice for Sprocket users. Parents and coaches rely on Sprocket to manage their season, from registration and payments to schedules and their profile and account, and when they need help, they need it fast. Youll answer questions, resolve account issues, and make sure every user leaves the conversation feeling taken care of.
What Youll Do
Heres what that looks like:
- Respond to user emails and tickets quickly, clearly, and with a warm, professional tone
- Help users with logins, passwords, account access, and managing their profile and account
- Answer questions about registration, payments, and using Sprocket
- Troubleshoot platform functionality and user-reported issues
- Prioritize requests to meet our response-time goals
- Keep users updated on next steps so theyre never left wondering
- Pass more complex issues to the right internal team with clear notes
- Partner with Client Success Managers when issues impact managed accounts
- Help improve our Help Center articles based on the questions you see
- Participate in internal trainings, platform updates, and occasional QA testing
What Were Looking For
Youre detail-oriented, dependable, and enjoy helping others solve problems. You take ownership of your work, communicate clearly, and thrive in a fast-paced environment.
- Experience in a customer service or support role where you handled inquiries and resolved issues by email, chat, or phone. Experience supporting users of a software product or online service is a plus.
- A genuine desire to help people, and the poise to stay positive and solution-focused under pressure
- Strong written and verbal communication
- Accuracy, dependability, and follow-through
- Comfort picking up a new product (well teach you ours)
- Willingness to work occasional non-standard hours, including a Saturday morning shift
- Bachelors degree
- Nice to have: Zendesk, Intercom, Salesforce, or similar tools
Why Join Us?
? Certified Great Place to Work 2025
???? Mission-driven team making a real impact
???? Fast-growing company with a strong product and culture
???? Competitive compensation
???? 401(k) with company match
???? Comprehensive medical and dental benefits
???? A culture built on Higher Standards, Greater Accountability, and More Fun
Vacancy posted 1 day ago
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