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Role Description

This role is part of our Youth & Recreational Sports group. Youth & Recreational Sports is comprised of technology platforms, such as SportsEngine, SportsEngine Motion, TourneyMachine, and TeamUnify that enable athletes, parents, coaches, and team administrators in the youth and recreational space to manage their organizations, collect payments, share schedules, find programs to participate in, and connect with other families.

The Customer Coach will respond to inbound customer inquiries, issues, and requests via email, phone, and online chat by being yourself and using your newfound knowledge. Follow through with technical issues brought to our attention by customers. You will be the voice of the customer while you track down and determine the root cause of issues, while also correctly logging any issues that need the attention of our Development Team. Some evenings and weekends may be required.

• Become a subject matter expert within our tools and platforms to best serve our customers
• Respond to inbound customer inquiries, issues, and requests via email, phone, and online chat with empathy and understanding
• Follow through with technical issues brought to our attention by customers by being the voice of the customer
• Investigate and determine the root cause of technical issues
• Achieve KPIs as assigned
• Correctly log and document any issues that need the attention of our Development Team
• Other duties as assigned

Qualifications

• 2+ years of customer service experience
• Proven ability to communicate (spoken and written) effectively with a vast variety of customers
• Demonstrated problem-solving skills, ability to think on your feet, and take initiative
• Demonstrate a sense of urgency and ownership thinking
• Demonstrate strong organizational, time management, and prioritization skills

Requirements

• Previous experience in the technology industry, desired
• Technical aptitude and an ability to learn new technologies
• An intrinsic need/desire to help people
• Able to communicate with customers in Spanish, a plus
• A love of sports is a plus!

Benefits

• This position is eligible for company-sponsored benefits, including medical, dental, and vision insurance
• 401(k)
• Paid leave
• Tuition reimbursement
• A variety of other discounts and perks
• Compensation Range: $22.00 an hour