Customer Success Specialist (Remote, SaaS / Sports Technology)
About The Position
As a member of the Customer Success team, you will work directly with student-athletes, parents, club owners, directors, recruiting coordinators, and coaches to unlock the power of the SportsRecruits platform. As a Customer Success Specialist, you’ll serve as the first point of contact for phone, email, and live chat inquiries in order to help customers achieve their goals on the SportsRecruits platform. You will closely assist our Customer Success Management team in the on-boarding and implementation process for our club and high school customers. If you read this, write the word popcorn in your response when asked what sets you apart from other candidates. The candidate best fit for this position is an effective and positive communicator with strong attention to detail, a phenomenal teammate, and capable of breaking down complex challenges into simple solutions.
Requirements
- 1–2 years of customer success or customer support experience
- Passion for helping people succeed
- Excellent written and verbal communication skills
- Strong troubleshooting skills, analytical thinking, patience, and perseverance
- Proficiency in Microsoft Excel
- Exceptional attention to detail
- Ability to manage multiple projects and deadlines
- Strong desire to improve the customer experience
- Understanding of college recruiting and the high school / club sports space
Nice To Haves
- Familiarity with Zendesk, Salesforce, and Gainsight is a plus
- Experience in the college athletic recruiting process is a plus
Responsibilities
- Manage the daily workflow of onboarding new users and renewing existing customers
- Apply technical knowledge and creative problem-solving to resolve customer issues
- Handle customer requests and escalate issues to the appropriate internal teams
- Analyze data to identify product improvements, internal efficiencies, and troubleshooting opportunities
- Serve as the voice of the customer by collecting and sharing feedback
- Contribute to and maintain customer-facing resources and documentation
Benefits
- Remote-first team culture
- Comprehensive medical, vision, and dental coverage
- Flexible Spending Account and Health Savings Account options
- 401k with an Employer Match
- Short Term and Long Term Disability
- Group and Supplemental Life & AD&D
- Gym Discount Program
- Pet Insurance
- Wellbeing Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
