Customer Support Specialist

Dave Campbell's Texas Sports; Lewisville (TX); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life insurance

401(k) retirement plan

Paid holidays

Paid sick leave

Job summary

Dave Campbell’s Texas Sports is seeking a Customer Support Specialist to assist subscribers with app navigation, billing questions, and magazine subscriptions. You will bridge NFHS Network streaming operations with third-party partners, while identifying opportunities to enhance the customer experience and share insights with marketing teams.

The role requires 1–3 years in customer support, strong communication, and the ability to work evenings/weekends in a hybrid setup with some remote work in

Qualifications

• 1–3 years of customer support or customer service experience.
• Excellent written and verbal communication. You explain things clearly and kindly to people at every comfort level with technology
• Strong organization, problem-solving, and prioritization skills
• The ability to multitask and respond quickly in a fast-paced live sports environment
• Comfort learning new systems and tools quickly
• An analytical mindset and the ability to notice patterns and summarize them clearly
• Ability to collaborate with marketing teammates on customer engagement initiatives and campaign execution
• Willingness to work evenings and weekends

Responsibilities

• Respond to inquiries that come in through email, social inboxes, and our Salesforce contact form, meeting our service-level and response-time goals
• Own support tickets from start to finish
• Guide customers through app and website navigation, login and account access, and streaming questions
• Answer billing and subscription questions, make account updates, and handle refunds and cancellations with care and professionalism
• Support magazine subscriptions and single-issue orders, including shipping and delivery questions
• Assist with apparel orders
• Welcome and document customer feedback on our content, products, app, and website
• Serve as the primary point of contact for UIL postseason streaming coverage across all sports and classifications while events are occurring
• Monitor the NFHS Slack channel during postseason events and act as the communication bridge between NFHS personnel and our third-party production partners
• Work with production partners to troubleshoot streaming issues, coordinate technical support, and resolve operational challenges in real time
• Track scheduled postseason broadcasts, identify potential disruptions, and elevate issues to the right production or engineering contacts
• Maintain a year-round calendar of UIL postseason events, including dates, sports, playoff rounds, streaming schedules, and coverage responsibilities
• Respond to viewer questions about streaming access, subscriptions, technical issues, and event availability for Dave Campbell’s Texas Sports postseason events
• Document recurring technical issues and partner concerns to help us improve future postseason operations
• Identify trends and common themes in customer interactions, and share them through regular reporting
• Surface insights that inform product recommendations for our app and website, including opportunities to improve navigation, functionality, and the overall customer experience
• Identify opportunities to improve subscriber engagement, satisfaction, and retention
• Share relevant findings with teams across the company, including growth marketing, product, content, and executive leadership
• Support the execution of subscriber engagement and win-back campaigns in collaboration with the Growth Marketing Manager
• Assist with customer outreach, follow-up communications, and campaign-related support as needed
• Help identify opportunities to reconnect with former subscribers and encourage renewed engagement with our products and services
• Document customer feedback and campaign outcomes to help inform future marketing and retention efforts

Skills

Customer service

Communication

Organization

Problem solving

Multitasking

Adaptability

Collaboration

Evenings/weekends

Tools

Salesforce

Stripe

Slack

Job description

About Dave Campbell’s Texas Sports

Dave Campbell’s Texas Sports is dedicated to celebrating and connecting Texas through high school sports. As a trusted source for Texas high school sports news, rankings, scores, and analysis, we bring fans closer to the teams, athletes, and communities they love through our digital platforms, streaming coverage, and publications.

About the Role

We’re looking for a friendly, patient, and organized Customer Support Specialist to help deliver a positive experience for our subscribers and customers. You’ll sit on our marketing team and help customers get the most out of everything we offer, from navigating our app and finding a game to answering billing questions and managing magazine subscriptions.

You’ll also play a key role in UIL postseason streaming, serving as the central point of contact between the NFHS Network and our third-party production partners while events are underway. Beyond day-to-day support, you'll help identify opportunities to improve the customer experience, share valuable subscriber insights with the marketing team, and support initiatives designed to engage and reconnect with our subscriber base.

What You’ll Do

Support Our Subscribers and Customers

• Respond to inquiries that come in through email, social inboxes, and our Salesforce contact form, meeting our service-level and response-time goals
• Own support tickets from start to finish
• Guide customers through app and website navigation, login and account access, and streaming questions
• Answer billing and subscription questions, make account updates, and handle refunds and cancellations with care and professionalism when they come up
• Support magazine subscriptions and single-issue orders, including shipping and delivery questions
• Assist with apparel orders
• Welcome and document customer feedback on our content, products, app, and website

Support UIL Postseason Streaming

• Serve as the primary point of contact for UIL postseason streaming coverage across all sports and classifications while events are occurring
• Monitor the NFHS Slack channel during postseason events and act as the communication bridge between NFHS personnel and our third-party production partners
• Work with production partners to troubleshoot streaming issues, coordinate technical support, and resolve operational challenges in real time
• Track scheduled postseason broadcasts, identify potential disruptions, and elevate issues to the right production or engineering contacts
• Maintain a year-round calendar of UIL postseason events, including dates, sports, playoff rounds, streaming schedules, and coverage responsibilities
• Respond to viewer questions about streaming access, subscriptions, technical issues, and event availability for Dave Campbell’s Texas Sports postseason events
• Document recurring technical issues and partner concerns to help us improve future postseason operations

Turn Customer Insights into Action

• Identify trends and common themes in customer interactions, and share them through regular reporting
• Surface insights that inform product recommendations for our app and website, including opportunities to improve navigation, functionality, and the overall customer experience
• Identify opportunities to improve subscriber engagement, satisfaction, and retention
• Share relevant findings with teams across the company, including growth marketing, product, content, and executive leadership

Support Subscriber Engagement and Win-Back Initiatives

• Support the execution of subscriber engagement and win-back campaigns in collaboration with the Growth Marketing Manager
• Assist with customer outreach, follow-up communications, and campaign-related support as needed
• Help identify opportunities to reconnect with former subscribers and encourage renewed engagement with our products and services
• Document customer feedback and campaign outcomes to help inform future marketing and retention efforts

What You’ll Bring

• 1–3 years of customer support or customer service experience
• Excellent written and verbal communication. You explain things clearly and kindly to people at every comfort level with technology
• Strong organization, problem-solving, and prioritization skills
• The ability to multitask and respond quickly in a fast-paced live sports environment.
• Comfort learning new systems and tools quickly
• An analytical mindset and the ability to notice patterns and summarize them clearly
• Ability to collaborate with marketing teammates on customer engagement initiatives and campaign execution
• Willingness to work evenings and weekends

Nice to Have

• Experience with Salesforce or a similar CRM and ticketing system
• Experience supporting subscription, app, or e-commerce customers
• Experience with Stripe or another billing platform
• Familiarity with Slack
• General knowledge of Texas high school athletics and UIL postseason schedules

Schedule and Work Environment

• This is a full-time, hybrid position on our marketing team
• Typical schedule is Monday, Tuesday, Thursday, Friday, and Saturday, 2:00–10:00 p.m.
• This is a primarily remote position, with evening work performed from home. Occasional weekday visits to the office will be required as needed for team collaboration, meetings, or other business needs.
• Hours may flex based on our streaming schedule, and additional evening and weekend coverage will be needed during UIL postseason events

Compensation

• Salary range: $45,000 - $55,000per year, depending on experience.

Benefits

• Medical, dental, and vision insurance
• Life insurance
• 401(k) retirement plan
• Paid holidays
• Paid sick leave