Customer Support Specialist

Playbypoint • Miami, FL

12d • Onsite

About The Position

This role is in-office in our Coconut Grove headquarters and has a Monday-Friday, 11am-8pm EST schedule.
As a Customer Support Specialist, you will play a vital role in ensuring our existing customers get the absolute most out of our platform. You'll be the friendly and knowledgeable guide, assisting clients, troubleshooting issues, and ensuring they have a seamless and positive experience with our products and services. This is an exciting opportunity to make a significant impact in a cutting-edge industry if you're enthusiastic about sports, technology, and delivering exceptional support.
This role reports to the Head of Client Experience.

Requirements

• Fluency in English (fluent in Spanish is a significant plus!).
• 2+ years of proven success in a customer support or customer service role, with a strong preference for experience within a SaaS environment.
• Familiarity with software applications and technology, and the ability to clearly articulate the value proposition of our solutions.
• Excellent communication and presentation skills, with the ability to engage and build rapport with clients.
• Strong problem-solving abilities and an exceptional attention to detail.
• Self-motivation, results-oriented, and able to thrive in a fast-paced startup environment.
• Strong organizational and time management skills.

Nice To Haves

• Experience with Intercom or similar customer support software is a plus.
• A genuine passion for sports and a basic understanding of the racquet sports industry is a definite plus!

Responsibilities

• Engage with customers across various channels (telephone, email, and chat) to deeply understand their needs and provide effective solutions.
• Become a product expert, assisting customers in navigating and utilizing our software solutions effectively.
• Troubleshoot and resolve customer issues efficiently, ensuring quick and satisfactory outcomes.
• Actively contribute to the development of customer support best practices and resources, helping us continuously improve.
• Provide valuable feedback to the management team on market trends and customer needs, influencing future product development.

Benefits

• Comprehensive Benefits: We offer competitive salaries, health, dental, and vision insurance.
• Parental Leave: We offer six weeks of paid parental leave to support new parents.
• Paid Time Off: US-based employees with more than 6 months at the company are eligible for unlimited PTO, as long as it does not exceed two consecutive weeks or interfere with work responsibilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed