Customer Service Representative

FloSports is a world-class sports media company strategically positioned to be the essential destination for passionate sports fans, delighting them with live event coverage, breaking news, highlights, stats, rankings, and team and player profiles. We are growing Our Sports every day by continuing to invest in our ever-expanding ecosystem, which consists of over a dozen sport verticals and hundreds of streaming partners. FloSports is creating the home for college conferences/leagues and sports like grappling, hockey, track & field, racing, cheer, wrestling, and more, and we are looking for innovative and passionate people like you to help us!

THE ROLE:

FloSports is searching for an enthusiastic, customer-focused Full-Time Customer Support Representative to join our team and deliver top-tier support for our premier track & field sports management platforms, MileSplit and DirectAthletics. If you love interacting with people, are passionate about track & field, and excel at solving problems, we want to hear from you.

As a Full-Time Customer Support Representative, you will be a vital voice for our user community, assisting coaches, timers, athletes, and fans. This 40-hour-per-week remote role requires high availability during peak athletic events, meaning you must be able to accommodate a highly flexible schedule that regularly includes daytime, evening, and weekend shifts based on seasonal meet schedules. Our business hours run from 8am - 9pm CT daily so shifts will fall between those hours of operation.

RESPONSIBILITIES:

• Deliver World-Class Support: Deliver timely, friendly, and expert-level responses to customer inquiries, ensuring every interaction exceeds expectations.
• Be the Voice of the Customer: Serve as the voice of the customer by proactively identifying, troubleshooting, and escalating critical technical issues, platform outages, and user experience concerns.
• Diagnose & Educate: Diagnose root causes of complex platform questions and navigate users to effective, stress-free solutions.
• Manage Accounts: Maintain accurate customer account records while adhering strictly to department policies and guidelines.
• Drive Results: Consistently meet and strive to exceed individual and department performance metrics for response time, resolution quality, and customer satisfaction.
• Collaborate: Collaborate with supervisors on special projects and process improvements, adapting quickly to new challenges in a dynamic environment.

KNOWLEDGE, SKILLS AND ABILITIES:

• Sports Enthusiast: Deep passion for and knowledge of track & field and cross country.
• Customer-Centric: 1+ years of customer service experience with a focus on problem-solving and relationship building.
• Flexible Availability: Flexible availability to work a dynamic full-time schedule, including non-standard hours, evenings, and weekends.
• Clear Communicator: Exceptional written and verbal communication skills, with the ability to explain technical platform processes in clear, simple terms.
• Efficient Organizer: Strong time-management and multi-tasking abilities in a fast-paced setting.
• Remote Professional: Proven track record of self-motivation, discipline, and productivity in a remote work environment.

BONUS

• Industry Experience: Direct hands-on experience using or managing meets or teams within the MileSplit and/or DirectAthletics platforms. Former athletes, coaches, meet hosts, and/or timers preferred.

OUR COMMITMENT TO DIVERSITY:

At FloSports, we are bonded by our passion for sports and our purpose to unite communities around experiences that finally give underserved sports the love they deserve. We recognize the need to build a company that seeks out, embraces, and celebrates our individual differences, ideas, and talent. FloSports is committed to the pursuit of a fair, equal and inclusive workplace where everyone is given the opportunity to grow to their fullest potential.

OUR BENEFITS:

• Recognized three years in a row as a Top Workplace by the Austin-American Statesman
• Flexibility at work - you can take control of your profession and personal schedule
• All-hands events hosted in beautiful Austin, Texas
• Annual equity awards for all top performers
• Competitive and comprehensive medical, dental and vision plans
• Peace of mind through company-paid short-term disability, long-term disability and life insurance
• Generous 401(K) company match vested immediately
• Progressive parental leave policies
• Flexible paid time off
• Hack-a-thons and a full calendar of team-building and social events
• Company donation to youth teams and leagues that our employees coach
• Stocked snack bar, catered lunch and breakfast tacos every week