Customer Support Specialist - Remote

Fully remote Customer Support Specialist role supporting Pure Hockey’s customer service operations. Responsibilities include promptly and professionally responding to customer inquiries via phone, email, and live chat; resolving product or service issues by clarifying the complaint, determining the cause, and providing solutions; processing orders, returns, exchanges, and warranty claims; maintaining knowledge of products, promotions, and policies to assist customers; documenting all customer interactions in the CRM and escalating issues as needed; collaborating with internal teams (shipping, inventory, e-commerce) to ensure timely resolutions; striving to exceed customer expectations to drive loyalty and retention; identifying trends in customer feedback to help improve products and services. Schedule is fully remote with availability from 12:00 PM–8:00 PM Eastern Time, Monday through Friday.