Customer Support Specialist II, Performance at Teamworks

Teamworks Performance is growing fast across European football, rugby, and beyond, and the elite sports organizations we serve need world-class support to match. As a Customer Support Specialist II focused on Performance, you'll be a senior presence on the support team, owning the most complex customer challenges across our AMS, Nutrition, and Strength and Conditioning platforms. You are not just resolving tickets; you are the person the team leans on when an issue is technically deep, operationally sensitive, or requires someone who truly understands how elite performance environments work. This is a role for someone who has been in the field, knows Teamworks AMS from direct hands-on use, and is ready to bring that expertise into a tech environment where you are the subject matter expert in the room. You will work autonomously, manage a high-complexity queue, lead cross-functional projects, and serve as a key escalation point for your teammates. This is an excellent opportunity to grow your impact and career at one of the fastest-growing companies in sports tech while supporting some of Europe's most recognized sports organizations. WHAT YOU'LL DO - Own a high-complexity queue of support tickets across AMS, Nutrition, and Strength and Conditioning, serving as a senior escalation point for issues that require deeper product knowledge and performance expertise - Lead cross-functional projects in partnership with Product Success and Customer Success teams, taking initiative without waiting for direction - Build and configure Teamworks Performance products on behalf of customers, including advanced data setup, workflow architecture, and environment optimization - Partner closely with Product Success Managers in a 60/40 split between ticket-based support and collaborative PS work, contributing at a senior level across both - Analyze performance data within customer environments to diagnose complex issues, identify trends, and surface actionable insights for performance staff - Serve as a subject matter expert on Teamworks AMS, providing guidance to both customers and junior support teammates on best practices and advanced use cases - Coordinate with Product and Engineering to escalate and document complex bugs, representing the customer voice with precision and context - Contribute to operational improvements and internal documentation that keep the team's KPIs healthy as the business scales - Participate in a rotating on-call schedule for weekend coverage during key customer project periods (approximately 5 to 6 weekends per year) WHAT YOU'LL BRING MUST-HAVES: - Direct, hands-on experience using Teamworks AMS in a professional or high-performance sports environment, this is a firm requirement at this level - Background in sports performance: sports science, strength and conditioning, nutrition, athletic training, or a related field - Proven ability to independently resolve complex, ambiguous support issues across a high-volume queue with urgency and quality - Strong data literacy: ability to interpret, troubleshoot, and draw insights from performance data across multiple disciplines - Experience owning cross-functional work or projects beyond individual ticket resolution - Strong written and verbal communication skills in English; able to engage confidently with performance directors, coaching staff, and front office stakeholders - Sound judgment when handling sensitive athlete health and performance data, with adherence to data security best practices Nice-to-haves: - Familiarity with Teamworks Nutrition or Strength and Conditioning platforms in addition to AMS - Football (soccer) or rugby background within European professional or academy environments - Multilingual: Spanish, German, Dutch, or Portuguese strongly preferred - Experience with data analysis tools such as R, Python, Tableau, or similar - Familiarity with Salesforce or similar CRM/ticketing platforms Who Thrives Here You are the person on the team who others bring the hard ones to, and you like it that way. You have used Teamworks AMS in the field and you know what performance staff actually need when something is not working right. You move fast, think clearly under pressure, and close tickets with the kind of quality that earns trust. You take ownership of cross-functional work without being asked, bring structure to complex escalations, and make the people around you better just by being engaged. You are comfortable in ambiguity, reliable in high-stakes moments, and genuinely energized by being the expert in the room. You're driven by results, energized by challenge, and aligned with our values: honesty, humility, hard work, commitment, innovation, and exceptionalism. 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.