Job descriptionFull Time
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