Customer Technical Support Specialist

Customer Technical Support Specialist

Chicago, IL | Hybrid | Full-Time

At Sprocket Sports, we're building the operating system for youth sports, and we're looking for a Customer Technical 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 Technical Support Specialist, you'll be responsible for managing Sprocket's customer support ticket queue and delivering timely, accurate, and empathetic responses to users.

You'll troubleshoot platform issues, answer product-related questions, document resolutions, and escalate more complex issues to internal teams when needed. You'll collaborate closely with Client Success Managers, Product, and Engineering to ensure customers receive consistent, high-quality support.

This role is critical to maintaining customer satisfaction and ensuring every interaction with Sprocket reflects our commitment to excellence.

What You'll Do

Here's what that looks like:

• Manage and respond to incoming customer support tickets
• Provide clear, friendly, and professional responses to user inquiries
• Troubleshoot platform functionality and user-reported issues
• Prioritize and categorize tickets to meet response and resolution SLAs
• Escalate complex issues with thorough documentation and context
• Communicate proactively with customers on ticket status and next steps
• Partner with Client Success Managers when issues impact managed accounts
• Contribute to Help Center content and internal documentation improvements
• 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.

• Bachelor's degree from a four-year college or university
• Prior experience in a customer-facing or support role preferred
• Strong written and verbal communication skills
• Ability to explain technical concepts to non-technical users
• Comfortable learning and navigating software platforms
• High standards of responsiveness, accuracy, and follow-through
• Willingness to work occasional non-standard hours, including a Saturday morning shift
• Experience with tools like Zendesk, Intercom, Salesforce, or similar platforms is a plus, but not required.

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