Customer Support Specialist

PlayMetrics is a fast growing B2B SaaS company revolutionizing the way youth sports organizations operate. Our industry-leading platform is trusted by thousands of clubs, leagues, and governing bodies to manage operations, communication, scheduling, and player development, all in one place.

PlayMetrics is seeking a Customer Support Specialist for its Customer Success team.  The Customer Support Specialist is responsible for enabling customers to implement and use the PlayMetrics software platform. The goal of the Customer Support team is to provide a world class customer journey and assist customers with onboarding and responding to questions about PlayMetrics features.

Note: This is a full-time position, and we are looking either for a local candidate to work in the office at our Morrisville, NC headquarters, currently hybrid work-from-home three days per week, but subject to the Company’s needs and policies in the future, or a Remote contingent US Based candidate.

This position will generally work during our standard business hours Monday-Friday based in the candidate's time zone, however the candidate will be required to work certain weekends as may be required, resulting in a Company established flexible schedule the weeks in which weekend work is required.

Responsibilities:

• Monitor and respond to general support questions

• Communicate with PlayMetrics users to identify and help resolve issues

• Provide 1:1 support calls as requested by customers

• Identify and document product issues/customer enhancement needs and communicate to the product team

• Communicate with customers when customer reported product issues/enhancements are delivered in future releases

• Identify and communicate key metrics and provide regular reporting on customer status to company stakeholders

• Identify and contribute articles to our internal knowledge base as well as the customer help center

• Use appropriate customer service techniques to ensure customers are fully informed about our products

• Communicate customer reported enhancements and defects to PlayMetrics product and leadership members:

  • Identify and document customer enhancement needs and communicate to the product team

  • Communicate with customers when customer reported enhancements and defects are delivered in future releases

Qualified Applicants:

• Will be at least 18 years of age

• Will have a minimum of bachelor's degree in business or related field

• Can read, write, and fluently speak and understand English

• Are confident using technology and navigating technology applications

• Have a minimum of two (2) years previous Customer Support experience

• Will be legally authorized to work in the US for any employer in the US. 

• We cannot consider candidates who require sponsorship for a work-authorized visa.

Physical Demands:

• Regularly remain in a stationary position, including sitting and standing, throughout the workday.

• Occasionally move throughout the work environment to perform essential job functions.

• Regularly use hands and fingers to handle, operate, manipulate, and feel objects, tools, controls, and equipment.

• Regularly communicate and exchange information with coworkers, customers, and others in a manner that supports the effective performance of the position.

• Regularly observe and assess information using visual acuity, including close vision, peripheral vision, depth perception, and the ability to adjust focus, as necessary to perform essential job duties.

• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

PlayMetrics will provide:

• Competitive pay

• Competitive benefits, including comprehensive medical, dental, and vision plans for you and your dependents which are 100% company paid, 401(k) with employer match, and company paid group and disability insurance

• Paid Time Off

• Casual dress work environment 

• Central office location in RTP

• For more information about PlayMetrics visit playmetrics.com

PlayMetrics is proud to be an equal opportunity employer committed to building a diverse and inclusive workplace. We consider all qualified applicants without regard to any characteristic protected by applicable law.