US Customer Support Specialist

PlayerData; Boston (MA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Private health insurance

401(k) with company match

Flexible PTO

Mental health & wellbeing support

Retail discounts

Monthly vouchers

Job summary

PlayerData is seeking a technically-minded Customer Support Specialist to join our team. This shift-based role covers global customers via call, chat and email, focusing on diagnosing issues and delivering timely resolutions.

You will uphold data quality in our service platform, communicate clearly with internal teams, and escalate where needed. A passion for sport and strong problem-solving skills are essential.

Qualifications

• Experience in a customer-facing role within the sports tech space is preferred.
• Strong written and verbal communication skills for diverse audiences.
• Ability to work across multiple channels (call, chat, email) and manage tickets.

Responsibilities

• Respond to customers across call, chat and email and provide effective assistance.
• Investigate and resolve issues clearly and efficiently with the customer.
• Develop and maintain understanding of PlayerData products and features.
• Collaborate with support teammates and ensure clear ticket ownership.
• Improve support information quality and ensure smooth escalations.
• Follow up on open tickets to ensure a positive experience.
• Onboard new customers and relay feedback to internal teams.
• Stay updated on new features and provide internal and customer-facing support.

Skills

Customer-facing

Sports tech knowledge

Excellent communication

Proactive

Organised

Wearable tech familiarity

CRM familiarity

Tools

HubSpot CRM

Job description

Customer Support Specialist

PlayerData is looking for a technically-minded team player, with online customer-facing experience, to join our team as a Customer Support Specialist.

The Role

This is a shift-based role providing support to our global customer base across various communication channels, including call, chat and email. You will be helping to analyse and troubleshoot a varied range of problems faced by our customers, and will be responsible for handling front-line support tickets from initiation to a satisfactory resolution. In this role, you will be measured on your support fluency, responsiveness and effectiveness - meaning you will require a strong and applicable understanding of what high quality customer support should look like.

You will also be responsible for upholding data quality within our service platform, communicating and providing clarity in support to internal stakeholders and teams, and maintaining smooth escalation processes across all support interactions. You will need to be a good problem solver and quick on your feet to be able to respond to queries and resolve issues as efficiently as possible. Passion for sport, good technical aptitude and a knack with people are an absolute must in this role.

• Respond to customers across all support channels, and provide appropriate and effective assistance.
• Efficiently, clearly and accurately investigate and resolve issues with the customer via the most suitable communication channel.
• Develop and maintain a strong and communicable understanding of existing PlayerData products and features, as well as any new ones when they are introduced.
• Work closely with the other support team members, ensuring clarity in ticket ownership, communication and handovers.
• Improve and maintain support information quality within our service platform and other relevant tools.
• Follow up on open tickets to ensure a positive customer experience.
• Onboard new customers.
• Maintain a relationship and communicate customer feedback to any relevant internal teams.
• Be an internal product guru, staying on top of all new features and releases and be able to provide internal support as well as customer-facing support.

The Ideal Candidate

• Experience working in a customer facing role in the sports tech industry (or similar).
• Strong understanding of soccer and other field sports.
• Understanding of the applications of sports tech within a competitive team environment.
• Experience working with customers internationally.
• Excellent written and verbal communication skills.
• Able to provide specialist communication in a way that is understandable to all.
• Proactive, adaptable and able to work with initiative.
• Organised with a high level of attention to detail.
• Experience with wearable tech and hardware is preferred.
• Have a sound understanding of sporting technologies and the ability to use them.
• Experience with HubSpot (or similar CRM) preferred.

Benefits

We want you to feel supported both at work and beyond. As part of our team, you’ll enjoy:

• Private health insurance to support your health and wellbeing
• 401(k) with company match to help you plan for the future
• Flexible PTO so you can take the time you need
• Mental health & wellbeing support through Perkbox
• Retail discounts to help you save on everyday purchases
• Monthly vouchers for added savings and rewards

Workplace and Diversity

At PlayerData, we’re an equal opportunities employer and we believe in no judgement when it comes to anything that makes you who you are - gender, race, sexuality. religion or anything else. If you need any additional support for the interview, just let us know so we can make arrangements for you.