Customer Support Specialist

About Playbypoint

We're a fast-growing startup on a mission to turn every court into a catalyst for connection and every club into a community. Our innovative enterprise software solutions empower clubs, players, and coaches in the racquet sports world. We're backed by top investors, trusted by leading clubs, and scaling fast. We're looking for passionate individuals who embody our values to help us revolutionize the industry.

About the Role

As a Support Specialist, you will be a vital part of our mission to ensure our clubs get the absolute most out of our platform. You'll be the friendly and knowledgeable guide, assisting clients, troubleshooting issues, and ensuring a seamless and positive experience with our products and services. This is an opportunity to make a significant impact in a cutting-edge industry if you're enthusiastic about sports, technology, and delivering exceptional support. This role is based in Miami and requires working from our Coconut Grove office full-time.

What You'll Do

• Manage tickets and common questions within Intercom, via email, or from our our website, to deeply understand club needs and provide effective solutions.
• Troubleshoot and resolve customer issues efficiently , ensuring quick and satisfactory outcomes.
• Proactively contribute to a culture of continuous improvement by developing customer support best practices and resources, keeping support databases updated.
• Collaborate with cross-functional teams to address complex technical problems and ensure seamless customer experiences.
• Maintain accurate records of customer interactions and support requests.
• Become a product expert and help our clubs navigate and utilize our software solutions effectively.

You're a Great Fit If You Have:

• 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 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, a bias towards action, and ability to thrive in a fast-paced startup environment.

• Strong organizational and time management skills.

• A genuine passion for sports and a basic understanding of the racquet sports industry is a definite plus.

• Experience with Intercom or similar customer support software is a 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 with more than 6 months at the company are eligible for unlimited PTO, as long as it does not exceed two consecutive weeks or interfere with work responsibilities.

Ready to serve up some serious support? If you are a self-motivated individual with a passion for customer success and racquet sports, we want to hear from you. Apply now and let’s change the game together.