Customer Support Specialist II (Tactical) at Teamworks

THE OPPORTUNITY Teamworks is expanding into one of the most mission-critical spaces in sports tech: elite tactical performance. As the Customer Support Specialist II for our Tactical division, you'll serve as the front line of support for some of our most demanding and high-stakes customers, including H2F, SOCOM, and other tactical organizations building world-class human performance programs for military personnel. This isn't a standard support seat. The people you'll be helping are solving real operational problems under real pressure, and your ability to resolve issues quickly, accurately, and empathetically directly impacts their mission. This role sits at the intersection of human performance expertise and technical problem-solving. You'll own a full ticket queue across written support channels, triaging everything from product questions and admin tasks to bugs and technical issues. You'll be the connective tissue between our tactical customers and our internal Product Success, Engineering, and Customer Success teams: someone who follows process with precision and advocates internally when something needs to change. The H2F program is one of the most exciting opportunities Teamworks has pursued, a chance to make a meaningful impact not just for a sport, but for the people who serve our country. If you thrive in fast-moving environments, love solving problems with incomplete information, and want to be part of something that matters, this is your role. WHAT YOU'LL DO - Own a full ticket queue across primary support channels, triaging and resolving issues based on severity and customer impact within SOCOM and H2F SLA requirements - Diagnose and resolve technical, product, and bug-related issues across the Tactical product suite, including S&C, AMS, Nutrition, and Hub - Execute admin tasks and fulfillment requests accurately, including form conversions, data uploads, account configuration, and ticket routing, while following strict triage protocols - Serve as a trusted cross-functional partner to the Product Success team, escalating with context and closing the loop on every issue - Document cases thoroughly, maintaining accurate records in Salesforce and contributing to a scalable knowledge base - Identify recurring ticket patterns and proactively surface opportunities to improve documentation, workflows, or product functionality - Partner with Product and Engineering to communicate customer feedback and support continuous improvement across the Tactical product suite - Become a subject matter expert in at least one product area within 12 months, contributing to process improvement initiatives and cross-functional projects WHAT YOU'LL BRING MUST-HAVES: - Background in human performance, strength & conditioning, sports science, athletic training, or military/tactical operations: you understand the environment you're supporting - Demonstrated ability to solve ambiguous problems independently, without always having a complete set of information - Strong written communication skills: the vast majority of customer interaction is written, and precision matters - Ability to own a high-volume ticket queue autonomously, working within structured SLAs and triage protocols - Familiarity with at least one Teamworks product (S&C, AMS, Nutrition, or Hub) or a comparable performance management platform - Ability to obtain a CAC card (Common Access Card), required for customer access NICE-TO-HAVES: - Experience in a customer support, technical support, or operations role in a SaaS or technology environment - Background in tactical, military, or Department of Defense-adjacent work - Proficiency with Salesforce or similar CRM/ticketing systems - East Coast availability (working hours: 7am to 4pm or 8am to 5pm ET, M to F) - Experience with performance technology platforms and data workflows WHO THRIVES HERE You don't wait to be told what to do: you assess the situation, follow the process, and find the answer. You're methodical under pressure and thorough to the finish line, because you know a half-resolved ticket isn't resolved. You read people well, write with empathy and clarity, and understand that behind every ticket is a person who needs to get back to doing their job. You're a natural cross-functional partner: you communicate up when it matters, share what you learn, and make the team smarter over time. You thrive in fast-moving environments where the playbook is still being written and your fingerprints can be on how things get done. 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.