SYNC Performance exists to provide innovative solutions to the ski race community that empower athletes to achieve their best.
SYNC Performance is seeking a detail-oriented and customer-focused Customer Service Coordinator to help deliver an exceptional post-purchase experience across all customer touchpoints. This part-time remote position is ideal for someone who enjoys problem-solving, communicating with customers, and supporting ecommerce operations in a fast-paced environment.
Position Overview
The Customer Service Coordinator will manage customer inquiries, support order fulfillment and returns, process warranty claims, and serve as a key point of contact for the SYNC community. Working closely with the VP of Custom Sales and broader operations team, this role will help ensure every customer interaction reflects the high standard of service SYNC is known for.
Key Responsibilities
Customer Support
- Manage day-to-day customer communications across email and chat channels
- Respond to inquiries regarding orders, products, sizing, shipping, and account-related questions
- Oversee third-party live chat operations to ensure response quality and brand consistency
- Maintain customer service response-time and satisfaction benchmarks
Order Management & Returns
- Process orders, exchanges, and return requests through Shopify and Loop Returns
- Coordinate with warehouse partners through Shipedge (or equivalent WMS) to resolve fulfillment issues
- Monitor open order cases and ensure timely resolution
- Support post-purchase communication and proactive customer outreach
Warranty Claims
- Receive, assess, and process warranty claims in accordance with company policies
- Communicate outcomes professionally and clearly with customers
- Track warranty activity to support reporting and product feedback initiatives
Product Knowledge & Customer Guidance
- Provide accurate information regarding products, technical features, and sizing
- Develop expertise across the SYNC product line
- Share recurring customer questions and feedback with internal teams to support merchandising and content improvements
Reporting & Performance Tracking
- Maintain the customer service KPI dashboard within Monday.com
- Track metrics including response time, customer satisfaction, return volume, and warranty activity
- Report performance trends and actionable insights to leadership
- Identify opportunities to improve customer experience through data analysis
Systems & Process Improvement
- Lead customer service process reviews and operational improvements during the offseason
- Support ecommerce and custom sales OKRs during shoulder seasons
- Document SOPs and proactively identify workflow improvements
Qualifications
- 1–3 years of experience in customer service, ecommerce support, or a related role
- Experience with Shopify, Loop Returns, Klaviyo, Google Workspace, Monday.com, Missive, and warehouse management systems is preferred
- Strong written communication skills with a professional and customer-centric approach
- Highly organized and able to manage multiple priorities simultaneously
- Comfortable working independently in a remote environment
- Passion for sports and outdoor culture is a plus; ski racing or alpine sports experience is an asset
Success in This Role
- Customer inquiries are handled accurately and within established service-level expectations
- Order, return, and warranty requests are resolved efficiently
- Customer service systems and processes operate smoothly and consistently
- Product knowledge supports a high-quality customer experience
- KPI reporting is accurate, timely, and actionable
- Operational improvements contribute to enhanced customer satisfaction and team efficiency
Employment Details
- Position: Part-Time (20 hours per week)
- Location: Remote
- Compensation: $22–$32 per hour, based on experience
- Reports To: VP of Custom Sales
To Apply
Interested candidates should submit a resume and brief cover letter outlining their experience and interest in the role.
If you are passionate about customer experience, ecommerce operations, and supporting athletes and outdoor enthusiasts, we’d love to hear from you.
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