Product Experience Specialist

Product Experience Specialist Role Type:

Full-Time |

Tier:

2 (In-Store Support & Research) |

Department:

CX Operations The Transformation Story:

Unisport Soccer is currently executing a strategic evolution of our Customer Experience department, centered on three core pillars: People, Process, and Technology. As we expand our team to meet increasing demand, we are seeking a Product Experience Specialist to join this transformation within our retail environment. This is a specialized support and research role designed to bridge the gap between our physical stores and our digital operations. This role serves as a dedicated technical resource, allowing our retail staff to focus on sales while you ensure that existing customer issues are researched and resolved with precision.

Key Responsibilities:

Technical Resolution & Ownership:

Manage the resolution of escalated inquiries for walk-in customers involving technical gear specifications, high-value equipment, and complex logistics.

Store-to-HQ Service Lead:

Serve as the designated resource for service needs that require Corporate HQ input. You will facilitate the research and follow-up for multifaceted returns and product quality assessments, allowing the retail team to stay focused on the immediate needs of in-store shoppers.

Process-Driven Coordination:

Navigate the nuances of team-wear and custom orders, researching production timelines and acting as a liaison with fulfillment teams to ensure 100% accuracy for local coaches and clubs.

Platform Proficiency:

Utilize the Shopify backend and HubSpot to research order histories, execute advanced order edits, and authorize warranty replacements while maintaining perfect documentation of the customer journey.

National Queue Support:

During store lulls, operate as a full member of the national digital support team, resolving inbound HubSpot tickets to maintain departmental momentum.

Operational Feedback:

Contribute to the refinement of our internal Playbooks by identifying recurring in-store customer friction points and recommending process or technology improvements.

Working Hours & Expectations:

•

Location:

This is a fully on-site role based at our Wrentham retail location. Rather than walking the floor, you will be stationed at a dedicated CX desk, serving as our resident expert for customers who require specialized, face-to-face support in our dynamic shopping environment. •

Schedule:

Enjoy a consistent 4-day work week with three consecutive days off. ○

Days:

Thursday through Sunday. (Monday to Wednesday off) ○

Hours:

9:30am to 8:00pm (10-hour shifts) • Why this role? This schedule is designed to ensure our customers receive top-tier support during our busiest weekend hours while providing you with a predictable, extended mid-week "weekend."

Qualifications:

•

Experience:

3+ years in a professional customer service or operations role (sports equipment or athletic apparel industry preferred). •

Technically Minded:

Demonstrated ability to navigate and master e-commerce and CRM platforms; experience with Shopify and HubSpot is a significant plus. •

Analytical Problem Solver:

A systems-first approach to troubleshooting, with the ability to research complex order histories in person or digitally to find the root cause of an issue. •

Soccer Knowledge:

A strong understanding of technical soccer gear and the specific needs of competitive players, parents, and coaches (preferred, not required). •

Communication:

Elite face-to-face and written communication skills; ability to translate technical specifications or logistics data into professional, reassuring updates.

Pay:

$23.00 - $27.00 per hour

Benefits:

401(k) Dental insurance Employee discount Health insurance Life insurance Paid time off Paid training Vision insurance

Work Location:

In person