[Remote] Customer Support Specialist I
Note: The job is a remote job and is open to candidates in USA. Teamworks is the Operating System for Sports™, powering 6,500+ organizations worldwide. As a Customer Support Specialist I, you'll be responsible for managing customer support cases, troubleshooting issues, and ensuring a high-quality customer experience across the product suite.
Responsibilities
- Own a daily queue of support cases, triaging and resolving issues based on severity and customer impact
- Troubleshoot complex customer problems, seeing every issue to full resolution
- Execute technical requests including account configuration, data uploads, form conversions, and ticket submissions
- Deliver clear, timely, and empathetic communication that keeps customers informed and confident
- Contribute to team KPIs by consistently meeting reply time, resolution time, and CSAT targets
- Surface patterns and recurring issues to internal teams to drive product and process improvements
- Participate in chat and triage shifts and weekend rotation to support 24/7 coverage
Skills
- Must be located in the Mountain or Pacific time zone — required for 24/7 support coverage
- Proven ability to manage a high volume of varied, time-sensitive tasks with accuracy and urgency
- Demonstrated strong written and verbal communication skills with a customer-first approach
- Proven track record of solving problems independently and seeing them through to completion
- Must be available for weekend shift rotation
- Availability during our peak 'Return to Play' season (July 13 – September 11) is strongly preferred
- Experience in collegiate athletics, sports operations, or compliance — you'll understand our customers' world immediately
- Familiarity with CRM tools such as Salesforce or Zendesk
- Experience with or exposure to Teamworks products (Hub, Compliance + Recruiting, Academics, Camps, Inventory Management)
- Background as a student-athlete or in a high-accountability, team-oriented environment
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