Customer Support Representative

Customer Support RepresentativeAbout Honcho:

Honcho is on a mission to build the largest and most valuable amateur pickleball community in the country. Through innovative, high-quality, and inclusive experiences, products, and services, we aim to supercharge the fun, accessibility, and community-building power of pickleball—the fastest-growing sport in the U.S.

Position Overview:

We are seeking a Customer Support Representative to join our team. This role is critical in ensuring our players and prospective players have a seamless and positive experience with Honcho. You will be the first point of contact for inquiries, offering assistance with league rules, registration, schedules, and more. Your goal will be to manage our customer support inbox with professionalism and empathy, responding to inquiries in a timely and accurate manner while helping to build a best-in-class customer service operation.

Key Responsibilities:

• Manage and respond to customer inquiries via email, phone, and live chat with a focus on professionalism and positivity.
• Provide accurate information and assistance regarding league rules, registration, schedules, and other inquiries.
• Resolve issues and handle complaints promptly and empathetically, escalating complex issues to the appropriate teams when necessary.
• Document all customer interactions, updating customer information in Honcho’s internal database and ticket tracking system during and after each interaction.
• Develop and implement best practices and email templates to streamline customer support operations.
• Appropriately tag and categorize issues to improve tracking and reporting.
• Work closely with the management team to stay updated on league knowledge and company policies adjustments
• Suggest and initiate improvements in customer service practices to enhance the overall player experience.
• Maintain a high level of customer satisfaction and loyalty through excellent service and follow-up.

About You:

• Proven experience in customer support or as a client service representative.
• Strong phone contact handling skills, active listening, and a keen eye for detail.
• Familiarity with Slack, Zendesk (or another support ticketing platform), and G-Suite.
• Excellent communication and presentation skills, both written and verbal.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Comfortable working in a remote environment where self-motivation is crucial.
• High school diploma required; higher education degree or relevant certification is a plus.

Preferred Qualifications:

• Knowledge of pickleball and its community is highly advantageous.
• Experience in conflict resolution or crisis management.
• Experience with customer support metrics and analytics.

What We Offer

• The opportunity to shape the future of amateur pickleball in the U.S. and work alongside passionate pickleball enthusiasts.
• Professional development opportunities in a dynamic, fast-paced environment.
• Remote work flexibility with a preference for candidates based in Houston, Austin, Dallas, or Los Angeles.

Why Join Honcho?

Honcho is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Ready to Make Your Mark?

If you’re passionate about pickleball and excited to create unforgettable experiences for our community, we’d love to hear from you. Join Honcho and help us serve up success!