Note: The job is a remote job and is open to candidates in USA. Teamworks is a leading sports tech company, and they are seeking a Customer Support Specialist focused on Performance. In this role, you will manage support tickets and resolve complex issues for elite sports organizations, while collaborating with various teams to enhance customer experience.
Responsibilities
- Become deeply knowledgeable about the Teamworks product suite, with a specialty in Teamworks AMS, Nutrition, and Strength & Conditioning, and the technologies used to troubleshoot and prioritize issues
- Own a queue of support tickets across AMS, Nutrition, and Strength & Conditioning, triaging and resolving issues based on severity and business impact
- Gain an understanding of our customers' challenges and needs in order to troubleshoot and solve complex problems in a prompt and friendly manner
- Fulfill technical requests including workflow configuration, dashboard and visualization building, third-party integration setup, data uploads, template creation, workflow customization, and general troubleshooting
- Communicate clearly and responsively with customers, owning all correspondence from initial contact through resolution
- Handle sensitive information, including athlete health data, and enforce data security measures to protect all information
- Coordinate with internal stakeholders across Product and Engineering to surface bugs and customer feedback, providing thorough documentation when escalating, and ensuring products are improving and customer needs are being met
- Contribute to internal process improvements that keep team KPIs healthy as the business scales
- Participate in a rotating schedule for weekend coverage during high-stakes customer projects
Skills
- Hands-on experience building and using Teamworks performance products in a professional or collegiate performance environment
- Background in sports performance: sports science, strength & conditioning, nutrition, athletic training, or a related field
- Strong familiarity with athlete management systems, medical software, and/or Teamworks AMS
- Demonstrated ability to solve complex problems independently and with urgency, often without a complete set of information
- Data literacy: ability to manage and structure performance data, recognize patterns and anomalies, and apply that insight to troubleshooting and workflow construction
- Experience with Salesforce, JIRA (or other ticketing/support systems), MS Excel, and G-Suite
- Comfortable handling sensitive athlete health data with sound judgment and adherence to data security practices
- Bachelor's degree
- Experience in the athletics industry, collegiate or professional
- Experience with data analysis and visualization tools such as R, Python, Tableau, or similar
- Bilingual (Spanish is a plus)
Benefits
- Offers Bonus
Company Overview