Customer Support Officer (Pickleball Brand) - 66277502869

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Role:  Customer Support Officer (Pickleball Brand) - 66277502869

Priority Location: Colombia

Working Hours: 9am - 5pm (Mon - Fri) Pacific Time (Oregon), Monday to Friday. Local Colombia hours will shift when Oregon changes between daylight saving and standard time. 

Salary Range: $1,500 - $2,500 USD ($) per month (The final offer is at the client’s discretion and depends on the candidate’s interview result, skills, and experience.)

Type of contract: Independent Contractor 

Type of job: Remote

 

About the Company:

The company is an Australian-founded global pickleball brand focused on engineering and developing high-performance pickleball equipment. From its beginnings designing and testing paddles in Australia, the company has grown rapidly into an international brand serving players around the world.

Our team operates across multiple countries, but we remain a practical, collaborative and product-focused business. We are looking for people who take ownership of their work, enjoy being part of a growing company and want to help us continually improve the experience we provide our customers.

 

Purpose of the Role: 

The Customer Support Officer provides responsive, knowledgeable and friendly support to the company’s customers across our global markets. The role helps customers with product questions, orders, shipping, returns, warranties and general enquiries, while ensuring every interaction reflects the quality of the company’s brand.

 

As the company continues to grow globally, the Customer Experience team also plays an important role in identifying recurring customer issues and opportunities to improve our products, processes and overall customer experience. This is a hands-on role suited to someone who communicates exceptionally well, enjoys solving problems and can work efficiently in a fast-moving international business.

 

Key Responsibilities:

Customer Support

• Respond to customer enquiries through email and other customer service channels in a timely, accurate and personable manner.
• Provide assistance with product selection, product information, orders and order changes, shipping and delivery, returns and exchanges, warranty enquiries, stock availability and general customer questions.
• Investigate customer issues and take ownership of enquiries through to resolution, escalating complex or sensitive matters when required.
• Maintain a consistently professional, helpful and solution-focused tone in all customer communications.
• Prioritise response quality and accuracy as well as speed.

 

Orders, Returns & Warranties

• Investigate order and fulfilment issues across company systems and work with Operations or logistics partners where required.
• Assist customers with returns, exchanges and warranty processes in accordance with company policies.
• Gather photographs, order details and other information needed for warranty assessment.
• Maintain accurate records of customer issues, actions and resolutions.
• Identify recurring warranty, product or delivery issues and ensure these are raised with the appropriate team.

 

Product Knowledge

• Develop strong knowledge of the company’s paddles, bags, apparel, accessories and other products.
• Understand the differences between paddle models and help customers select products suited to their needs.
• Keep up to date with product launches, promotions and changes to company policies.
• Explain technical product information clearly and flag recurring areas of customer confusion.

 

Systems & Workflow

• Work primarily within Front to manage customer conversations, assignments and workflows.
• Use Shopify and other company systems to investigate orders and customer history.
• Maintain accurate tags, notes and customer information and follow established escalation and handover processes.
• Use approved AI and automation tools to improve efficiency while ensuring responses remain accurate and appropriate.
• Contribute to improved templates, FAQs, knowledge-base content and customer service processes.

 

Customer Feedback & Continuous Improvement

Customer Support Officers are often the first people at the company to see emerging customer problems. The role is expected to identify recurring questions, complaints and pain points; flag unusual warranty, delivery or product trends; and provide useful feedback to the Customer Experience Manager.

Customer insights should be shared with Product Development, Operations, E-commerce, Marketing and other relevant teams so underlying problems can be addressed rather than repeatedly handled one customer at a time.

 

Working as a Global Team:

• Work collaboratively with Customer Experience colleagues across Australia, North America, the Philippines and Colombia.
• Maintain clear handovers between time zones so unresolved matters continue moving.
• Communicate effectively with Operations, E-commerce, Wholesale and other departments.
• Participate in regular Customer Experience meetings, training and product updates.
• Document important information so another team member can easily continue an enquiry.

 

Key Measures of Success:

• Customer satisfaction and quality of customer interactions.
• First-response and resolution times.
• Accuracy and completeness of responses.
• Appropriate escalation of complex matters.
• Quality of customer records and time-zone handovers.
• Adherence to Customer Experience processes and contribution to team knowledge and continuous improvement.
• Reliability, attendance and ability to manage a busy customer workload.

 

Speed alone is not the objective. Customer enquiries should be resolved efficiently, but response quality, accuracy and customer satisfaction are equally important.

 

Experience & Capabilities:

• Previous customer service, customer support or e-commerce experience.
• Excellent written and spoken English, with a natural and friendly written tone.
• Strong problem-solving skills and attention to detail.
• Experience supporting customers by email or online messaging.
• Confidence learning new software and business systems.
• Ability to work independently while remaining part of a distributed international team.
• Ability to manage a busy customer inbox and prioritise effectively.
• A calm and constructive approach to difficult customer situations.
• Willingness to receive feedback, learn quickly and continuously improve.

 

Experience with Front, Shopify or similar customer-service and e-commerce platforms is advantageous but not essential. Knowledge of pickleball is also advantageous but not required; product knowledge can be taught, while excellent communication, judgement and customer-service instincts are essential.