Customer Service Coordinator

Customer Service Coordinator - Part Time

SYNC Performance exists to provide innovative solutions to the ski race community that empower athletes to achieve their best.

Role Overview

The Customer Service Coordinator at SYNC Performance is a part-time role responsible for delivering an exceptional post-purchase experience for SYNC customers across all touchpoints. This is a hands-on role for a detail-oriented and empathetic communicator who understands ecommerce operations, customer care, and brand representation.

This role will support order management, handle customer inquiries, and serve as a key point of contact for warranty and return requests. The Customer Service Coordinator will work closely with the SYNC team to resolve issues efficiently, maintain accurate records, and uphold the high standard of service our community expects.

This role reports directly to the VP of Custom Sales and supports broader operations and ecommerce initiatives.

Core Responsibilities

Email and Chat Support

• Manage day-to-day customer communications across email and chat channels with professionalism and care
• Respond to inbound inquiries related to orders, products, sizing, shipping, and account issues
• Oversee and coordinate third-party live chat operations to ensure consistent response quality and brand voice
• Maintain response time and satisfaction benchmarks across all support channels

Order Management and Returns

• Process and manage orders, exchanges, and return requests through Shopify and Loop Returns
• Coordinate with the warehouse team via Shipedge (or equivalent WMS) to resolve fulfillment issues, missing shipments, and discrepancies
• Monitor and follow up on open order issues to ensure timely resolution
• Support post-purchase communications and proactive customer outreach where relevant

Warranty Claims

• Receive, assess, and process warranty claims in accordance with SYNC's warranty policy
• Communicate outcomes clearly and professionally to customers
• Track and log warranty activity to support reporting and product feedback loops

Product Inquiries and Sizing Support

• Provide accurate, helpful guidance on SYNC's product range, technical specifications, and sizing
• Develop familiarity with the full product catalog to serve as a knowledgeable resource for customers
• Relay recurring product questions and feedback to the broader team to inform content and merchandising decisions

Reporting and Performance Tracking 

• Own and maintain the customer service KPI dashboard in Monday, tracking metrics across response time, CSAT, return volume, and warranty activity
• Report on performance trends to the leadership team on a regular cadence
• Use data to identify gaps, surface insights, and drive ongoing improvements to the customer experience

Systems and Process Improvement

• Lead customer service systems reviews and process improvement initiatives during the offseason, identifying opportunities to streamline workflows, documentation, and tooling
• Own Key Results tied to ecommerce and custom sales OKRs during shoulder seasons, with focus areas aligned to business priorities at that time
• Contribute to a culture of continuous improvement by documenting SOPs and raising operational issues proactively

Skills and Qualifications

• 1 to 3 years of experience in customer service, ecommerce support, or a related role
• Familiarity with Shopify, Loop Returns, Klaviyo, Google Workspace, Monday, Missive, and warehouse management platforms (Shipedge or equivalent) preferred
• Strong written communication skills with a warm, clear, and professional tone
• Highly organized with the ability to manage multiple open cases and competing priorities
• Self-starter comfortable working independently in a remote, fast-moving environment
• Passion for sport and outdoor culture is a strong plus; a background in ski or alpine sports is an asset

Performance Expectations

• Customer inquiries are responded to within established SLA windows with accuracy and care
• Order, return, and warranty cases are resolved efficiently and logged consistently
• Third-party chat operations are monitored and maintained to brand standards
• Product knowledge is developed and applied to improve customer experience quality
• Feedback and recurring issues are surfaced to the team to support continuous improvement
• KPI dashboard is maintained accurately and reported on consistently in Monday
• Offseason systems improvements are scoped, prioritized, and executed with measurable outcomes

Employment Details

This is a part-time, remote role at 20 hours per week. The expected compensation for this position ranges from $22 to $32 per hour, depending on experience.