Customer Support Specialist – Performance (North America)

Teamworks

5d • $60,000 - $70,000

About The Position

Teamworks Performance is one of the fastest-growing product categories in sports tech, and the demand for world-class support to match is exploding. As a Customer Support Specialist focused on Performance, you'll be the behind-the-scenes engine that keeps elite sports organizations running at full speed. Working across our AMS, Nutrition, and Strength & Conditioning products, you'll own the resolution of complex, time-sensitive challenges for some of the most sophisticated performance teams in professional and collegiate athletics. This isn't a traditional support role. You'll work autonomously, manage your own queue, and partner closely with Product Success Managers and Customer Success Managers to deliver the kind of bespoke service that makes Teamworks a true competitive advantage for our customers. You'll bring a performance background, a data-literate mind, and the problem-solving instincts to navigate complex questions without always having a complete picture. This is an excellent opportunity to join one of the fastest-growing companies in sports tech and grow your career on the front lines of the Performance category.

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.

Nice To Haves

• Experience in the athletics industry, collegiate or professional.
• Experience with data analysis and visualization tools such as R, Python, Tableau, or similar.
• Bilingual (Spanish is a plus).

Responsibilities

• Become deeply knowledgeable about the Teamworks product suite, with a specialty in Teamworks AMS, Nutrition, and Strength & Conditioning, and the technologies used to troubleshoot and prioritize issues.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level