Dealer & Business Case Support Coordinator

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: TYPE OF WORK

Full Time

: SALARY

$214 per week

: HOURS PER WEEK

40

: DATE UPDATED

Aug 3, 2026

JOB OVERVIEW

About the role
Engage Pickleball is seeking an experienced Dealer & BCA Support Coordinator to provide Level 2 support to our dealer and BCA network.

This position will manage escalated questions and cases that require additional research, system access, coordination, or decision-making. The coordinator will take ownership of each case, communicate professionally with partners, and work with Engage’s sales, customer service, accounting, operations, and fulfillment teams to reach an accurate and timely resolution.

This is not an entry-level customer-service position. The ideal candidate can investigate problems, interpret account and order information, identify the correct next step, and manage cases through completion without constant supervision.

Key responsibilities
Manage Level 2 support requests from Engage dealers and BCAs
Investigate escalated order, account, discount, product, shipping, and program-related issues
Take ownership of cases transferred from Level 1 support
Review order history, account records, communication history, and program eligibility
Resolve dealer and BCA account-access or registration issues
Assist with wholesale ordering questions, product availability, pricing, and approved discounts
Research missing, delayed, incorrect, damaged, or incomplete orders
Coordinate replacements, credits, adjustments, or other approved resolutions
Assist with warranty and product-related escalations according to Engage policies
Verify dealer and BCA information before making account changes
Coordinate with sales, accounting, fulfillment, marketing, and customer-service teams
Maintain clear internal notes and complete records for every case
Provide partners with timely updates until their cases are resolved
Escalate exceptions, policy questions, and high-risk situations to management
Identify recurring issues and recommend process or documentation improvements
Help maintain dealer and BCA procedures, templates, FAQs, and knowledge-base articles
Track service levels, open cases, resolution times, and recurring support trends
Provide backup support during high-volume periods, promotions, and product launches

Required qualifications
Two or more years of experience in customer support, dealer support, account coordination, e-commerce support, or sales operations
Previous experience handling escalated support cases
Excellent written and spoken English
Strong critical-thinking and problem-solving skills
Demonstrated ability to investigate issues across multiple systems
Strong attention to detail and recordkeeping
Professional and confident partner communication
Ability to manage multiple active cases and competing priorities
Experience with Shopify or a comparable e-commerce platform
Proficiency with Google Workspace and spreadsheets
Reliable internet connection and professional remote workspace
Availability during required U.S. Eastern Time hours

Preferred qualifications
Experience supporting dealers, distributors, affiliates, ambassadors, or wholesale accounts
Experience with Shopify Plus
Familiarity with Gorgias, Zendesk, Salesforce, HubSpot, ---------- , or similar platforms
Experience processing wholesale orders, replacements, credits, and warranties
Experience supporting a sporting-goods or consumer-products company
Knowledge of pickleball is helpful but not required

SKILL REQUIREMENT

Phone Support Sales Support Order processing

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Dealer & Business Case Support Coordinator

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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