Customer Support Specialist (Performance)

📋 Description

• • As a Customer Support Specialist focused on Performance at Teamworks Technologies, Inc., you will be the critical behind-the-scenes engine driving success for elite sports organizations across European football, rugby, and other sports. Your primary mission will be to ensure that performance staff, including coaches, sports scientists, nutritionists, and strength and conditioning experts, can maximize their utilization of our cutting-edge AMS, Nutrition, and Strength & Conditioning platforms.
• • This role demands a proactive and autonomous approach, where you will own the entire lifecycle of customer issues, from the initial point of contact through to complete resolution. You will be adept at navigating complex data configurations, troubleshooting intricate technical challenges, and providing timely, effective solutions that keep our clients performing at their peak.
• • You will operate in a flexible, self-directed environment, acting as a vital cross-functional partner to Product Success Managers and Customer Success Managers. Your deep understanding of performance environments and your comfort with complex data will be essential in building trust and delivering exceptional support.
• • A key aspect of your role will involve building and configuring Teamworks Performance products on behalf of customers. This includes meticulous data setup, the creation of customized templates, and the tailoring of workflows to meet the unique operational needs of each organization.
• • You will manage a dedicated queue of support tickets, meticulously triaging and prioritizing issues based on their severity and potential impact on customer operations. Your ability to diagnose problems accurately and implement effective solutions will be paramount.
• • Clear, responsive, and professional communication with customers across the EMEA region is a cornerstone of this position. You will be the primary point of contact, ensuring all correspondence is handled with the utmost care and efficiency.
• • A significant part of your contribution will involve analyzing performance data within customer environments. This analytical capability will enable you to identify subtle trends, troubleshoot unexpected anomalies, and surface valuable insights that can enhance team performance and product utilization.
• • You will serve as a crucial liaison between our customers and our internal Product and Engineering teams. By providing thorough documentation and clear explanations of customer-reported issues, you will help escalate bugs and advocate for customer needs, driving product improvements.
• • Beyond reactive support, you will actively contribute to the enhancement of internal processes and operational workflows. Your insights will be instrumental in maintaining and improving key performance indicators (KPIs) such as reply and resolution times, ensuring scalability as the business continues its rapid growth.
• • To ensure continuous support during critical periods, you will participate in a rotating on-call schedule, providing weekend coverage. This is anticipated to occur approximately 5 to 6 weekends per year, particularly during key customer project phases.
• • This role offers an exceptional opportunity to advance your career within one of the most dynamic and rapidly expanding companies in the sports technology sector. You will be directly contributing to the success of some of Europe's most recognized and respected sports organizations, making a tangible impact on their performance outcomes.
• • You will be expected to demonstrate a high degree of autonomy, taking initiative to assess situations, identify needs, and drive tasks to completion without constant supervision. Your problem-solving skills will be tested as you tackle ambiguous challenges, often with incomplete information, and take pride in delivering comprehensive and satisfactory resolutions.
• • Your background in sports performance will allow you to empathize with the pressures and demands faced by performance staff, understanding the critical reliance on technology during high-stakes, in-season periods.
• • You are a natural collaborator, a reliable partner to cross-functional teams, and possess an innate "how can I help you" attitude that permeates every interaction. You are energized by challenges, driven by results, and deeply aligned with Teamworks' core values of honesty, humility, hard work, commitment, innovation, and exceptionalism.