Welcome to the Hoop5 Family
Welcome to the Hoop5 Family! We take pride in the lasting relationships we build with our customers and our entire team here at Hoop5 looks forward to working with you. A few important housekeeping items before we begin:
HOW CAN I GET SUPPORT?
The first question you might have when working with us is… How do I Get Support?, so here are our recommended ways:
HOW FAST WILL YOU RESPOND?
Our front-line team is continually monitoring our Support Request System and are standing by to help. The first person you speak to when you call us will likely be from our Tier 1 Team. Our Tier 1 team will triage and work through your issue as quick as possible and you’ll find that around 90% of your requests will be solved by them (you will get to know them by name).
IMPORTANT NOTE
If you send emails to our Direct Email Addresses or call us on our Cell Phones, this will very likely slow our response times down because we’ve built our processes to be quickest & most reliable when you use the methods above.
Occasionally though (the other 10% of the time), our Tier 1 Team will need to escalate an advanced or particularly challenging issue internally to our Tier 2 and/or Tier 3 Team. We’ll let you know if that happens.
There are times, however, when our Tier 1 gets backed up. In this case, we categorize all issues into Priorities and work them in order. This means that when you have a Critical issue – we can work on it SUPER quick (by taking a little longer to work on your lower priority tasks).
Here are the times we aim for in each Priority, along with some simple examples:
Monet Goode
With a vision for building something meaningful, our founder brings a blend of big-picture thinking and hands-on experience. They set the tone for everything we do.
Founder
Emmett Marsh
Focused, approachable, and driven by results, our sales manager is all about building strong relationships. They help connect people to the right solutions—with clarity and care.
Sales Manager
Marketing DirectorEleanor Parks
Creative and strategic in equal measure, our marketing director brings fresh ideas to every campaign. They turn insights into action and help our message resonate with the right audience.
Customer Service ManagerKarl Holland
Friendly, attentive, and always ready to help, our customer service manager ensures every interaction is a positive one. They keep communication clear, timely, and human.