Customer Support Specialist I

About the Role

The organization is seeking a cooperative, responsive, and detail-oriented Customer Support Specialist to make an exceptional impact on customer satisfaction by solving time-sensitive, business-critical challenges. This role is an excellent opportunity for the right candidate to help pioneer the next frontier in sports and contribute to the continued rapid scaling of a leading company in sports tech.

The organization powers more than 6,500 sports organizations worldwide, and this role puts you at the center of the financial products those organizations depend on. You'll work alongside some of the top problem solvers in sports tech, with real ownership over customer outcomes and a career that grows as the company does.

This role is not eligible for sponsorship at this time.

Responsibilities

• Become deeply knowledgeable about the financial product suite and the technologies used to troubleshoot and prioritize issues
• Understand customers' challenges and needs in order to troubleshoot and solve complex problems in a prompt and friendly manner
• Manage a queue of cases, prioritizing issues based on severity and customer impact
• Fulfill technical requests such as form conversions, ticket submission, data uploads, and account configuration
• Handle sensitive information and enforce data security measures to protect all information
• Coordinate with internal stakeholders to ensure products are improving and customer needs are being met
• Answer simple and complex financial transaction questions accurately and efficiently
• Analyze merchants' payments-related issues, assist with disputes, and provide sustainable solutions
• Understand and explain the complete transaction cycle to both internal and external stakeholders

Requirements

• Bachelor's degree
• 2+ years of experience in a customer-facing role
• Availability and willingness to provide coverage on evenings and weekends

Preferred Qualifications

• West coast timezone preferred
• Experience in the athletics industry
• Knowledge of NIL and the current collegiate athletic landscape
• History of working with athletic camp payments or university/college payments
• Experience working for a payments-based company such as credit card processing, e-wallet, digital goods, banking, or other payments-related businesses

About the Organization

The organization is the Operating System for Sports™, powering 7,000+ organizations worldwide, from collegiate programs to every major pro league. The organization has evolved from a messaging tool for college football into the leading sports tech platform, with a large global team building the future of sports tech. Solutions span Personnel, Coaching, Performance, Operations, and Intelligence—helping teams recruit smarter, train better, stay compliant, and win.