About the job

Customer Experience Associate

About Soar Sports

SOAR gives every hooper the tools to level up—premium hoops, authentic stories, and a community. Soar is where everyone’s invited to run the court, raise their game, and build a community created by the athlete.

Position Overview:

Soar is looking for a dynamic and detail-oriented Customer Experience Associate to be the voice of our brand to our customers. In this role, you will be the primary point of contact for our customers and community, ensuring every interaction is a positive one. You will engage our customers through: Email, Chat, Phone & Social platforms.

Key Responsibilities:

Serve as the primary point of contact for customer inquiries. Utilize our Customer Service Platform to manage all communication channels including email, live chat, phone and social media DMs.

Provide timely and accurate information about products, orders, promotions, and company policies.

Manage our AI powered Customer Service Platform to help customers get answers faster through self-service automation for common questions and issues.

Gather customer feedback and identify trends to help improve the overall customer experience and product offerings.

Process customer orders, returns, exchanges, and refunds in our e-commerce platform

Proactively track and manage order statuses, working with the logistics team or third-party warehouses to resolve shipping and delivery issues.

Resolve customer complaints and de-escalate difficult situations with a professional and empathetic approach.

Utilize our Customer Services platform to maintain detailed and accurate records of customer interactions and transactions.

Collaborate with other internal teams (e.g., Marketing, Product, Operations) to address complex customer issues and share valuable insights.

Required Qualifications

1-3 years of relevant experience in a customer service, e-commerce or order processing role.

Excellent written + oral communication and interpersonal skills.

Exceptionally organized, detail-oriented and able to manage multiple tasks while assessing priorities effectively.

Strong capacity for creative problem-solving, with a talent for finding swift and effective solutions to unexpected challenges.

A love of basketball, sports, design, and culture. A desire to contribute to team building and growing a cultural brand.

A deep understanding of basketball culture and how to integrate that into communications with customers.

Ability to work independently and as part of a collaborative team.

Life at Soar

Full-time role at our West Loop Gate office in Chicago,IL.

Competitive benefits package + paid vacation.