Customer Support Specialist I at Teamworks

THE OPPORTUNITY Teamworks customers — coaches, athletic trainers, compliance officers, and the student-athletes they support — depend on our products to run their operations. When something goes wrong or a question comes up, our Support team is who they turn to. As a Customer Support Specialist I, you'll own the front-line customer experience across our core product suite: Hub, Compliance + Recruiting, Camps, Inventory Management, and Academics. This is a high-volume, high-impact role where sharp problem-solving, clear communication, and genuine care for customers make all the difference. You'll join a tight-knit, collaborative team and be set up for real growth — both within Support and across the broader business. WHAT YOU'LL DO - Own a daily queue of support cases, triaging and resolving issues based on severity and customer impact - Troubleshoot complex customer problems, seeing every issue to full resolution - Execute technical requests including account configuration, data uploads, form conversions, and ticket submissions - Deliver clear, timely, and empathetic communication that keeps customers informed and confident - Contribute to team KPIs by consistently meeting reply time, resolution time, and CSAT targets - Surface patterns and recurring issues to internal teams to drive product and process improvements - Participate in chat and triage shifts and weekend rotation to support 24/7 coverage WHAT YOU'LL BRING MUST-HAVES: - Must be located in the Mountain or Pacific time zone — required for 24/7 support coverage - Proven ability to manage a high volume of varied, time-sensitive tasks with accuracy and urgency - Demonstrated strong written and verbal communication skills with a customer-first approach - Proven track record of solving problems independently and seeing them through to completion - Must be available for weekend shift rotation - Availability during our peak "Return to Play" season (July 13 – September 11) is strongly preferred NICE-TO-HAVES: - Experience in collegiate athletics, sports operations, or compliance — you'll understand our customers' world immediately - Familiarity with CRM tools such as Salesforce or Zendesk - Experience with or exposure to Teamworks products (Hub, Compliance + Recruiting, Academics, Camps, Inventory Management) - Background as a student-athlete or in a high-accountability, team-oriented environment ABOUT TEAMWORKS We're the Operating System for Sports™, powering 6,500+ organizations worldwide, from collegiate programs to every major pro league. Founded in 2006, we've evolved from a messaging tool for college football into the leading sports tech platform, with 500+ global teammates building the future of sports tech. Our solutions span Personnel, Coaching, Performance, Operations, and Intelligence - helping teams recruit smarter, train better, stay compliant, and win. Teamworks is an equal opportunity employer - if you live our core values every day and are honest, hardworking, humble, committed, innovative, and an all-around exceptional person, you'll thrive at Teamworks. We are committed to building a diverse and inclusive workforce and take affirmative action to not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics. This policy applies to all employment practices within our organization, including but not limited to recruiting, hiring, promotion, termination, compensation, benefits, and training. Teamworks is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [Upgrade to PRO to see contact]. To all recruitment agencies: Teamworks does not accept agency resumes. Please do not forward resumes to our jobs alias, Teamworks employees or any other organization location. Teamworks is not responsible for any fees related to unsolicited resumes.