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