Customer Support Specialist – Performance, North America
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Job Description
Customer Support Specialist managing performance support solutions for elite sports organizations. Provide complex technical solutions and customer assistance with Teamworks Performance products.
Responsibilities:
- Become deeply knowledgeable about the Teamworks product suite
- 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.
Requirements:
- 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. (Even better if)
- Experience with data analysis and visualization tools such as R, Python, Tableau, or similar.
- Bilingual (Spanish is a plus).
Benefits:
- Offers Bonus
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