Customer Service Associate

Customer Service Associate

Chicago, IL | Hybrid | Full-Time

At Sprocket Sports, we're building the operating system for youth sports, and we're looking for a Customer Support Specialist who's 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.

We're 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, you'll 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. You'll answer questions, resolve account issues, and make sure every user leaves the conversation feeling taken care of.

What You'll Do

Here's 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 they're 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 We're Looking For

You're 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 (we'll teach you ours)
• Willingness to work occasional non-standard hours, including a Saturday morning shift
• Bachelor's 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