Customer Support Specialist

Playbypoint; Miami, Northern (FL, KY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Parental Leave

Unlimited PTO

Job summary

Playbypoint, a rapidly growing racquet sports software company, seeks a Customer Support Specialist to join our in-office Coconut Grove team in Miami. You will guide clients, troubleshoot issues, and ensure a smooth experience with our SaaS platform, reporting to the Head of Client Experience.

Ideal candidates have 2+ years in customer support (SaaS preferred), fluency in English (Spanish a plus), strong communication skills, and a passion for sports.

Qualifications

• 2+ years in a customer support or customer service role, preferably in SaaS.
• Fluent English; Spanish language skills are a plus.
• Familiarity with software applications and tech concepts; ability to articulate value of solutions.
• Excellent communication and presentation abilities; rapport-building with clients.
• Strong problem-solving and attention to detail; self-motivated in a fast-paced startup.
• Experience with Intercom or similar support software is a plus.

Responsibilities

• Engage with customers via phone, email, and chat to understand needs and provide solutions.
• Become a product expert and guide customers in using our software effectively.
• Troubleshoot and resolve issues promptly for high customer satisfaction.
• Contribute to best practices and resources for customer support.
• Provide feedback on market trends and customer needs to influence product development.

Skills

Customer support

SaaS

English fluency

Spanish is a plus

Intercom

Communication

Problem-solving

Time management

Tools

Intercom

Job description

About Playbypoint

We're a rapidly expanding startup at the forefront of the racquet sports industry. At Playbypoint, we specialize in providing innovative enterprise software solutions that empower clubs, players, and coaches to streamline their operations and enhance their game. We're backed by top investors, trusted by leading clubs, and scaling fast – and we're looking for passionate individuals to join us in revolutionizing the racquet sports world with cutting-edge software.

About the Role

This role is in-office in our Coconut Grove headquarters.

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.

What You'll Do

• 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.

You're a Great Fit If You Have:

• 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.

• 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!

Why Join Playbypoint?

• Impactful Work: Be part of a team that's genuinely revolutionizing the racquet sports industry.
• Growth Opportunities: Work closely with a passionate and fun team in a rapidly scaling business, with opportunities for professional development.
• Comprehensive Benefits: We offer competitive salaries, health, dental, and vision insurance.
• Supportive Culture: Thrive in a dynamic and collaborative work environment where innovation and customer satisfaction are top priorities.
• Parental Leave: We offer six weeks of paid parental leave to support new parents.
• Paid Time Off: US‑based employees are eligible for unlimited PTO, as long as it does not exceed two consecutive weeks or interfere with work responsibilities.