Customer Support Specialist

About The Company PlayMetrics is a rapidly expanding B2B SaaS organization dedicated to transforming the management of youth sports organizations. Our industry-leading platform is trusted by thousands of clubs, leagues, and governing bodies to streamline operations, facilitate communication, schedule events, and support player development—all within a single comprehensive system. With a focus on innovation and customer satisfaction, PlayMetrics strives to empower sports organizations to operate more efficiently and effectively, fostering growth and community engagement across the youth sports landscape. About The Role We are seeking a Customer Support Specialist to join our Customer Success team. This full-time position plays a crucial role in ensuring our customers successfully implement and utilize the PlayMetrics platform. The Customer Support Specialist will serve as the primary point of contact for users, providing exceptional support during onboarding and ongoing use of our software. The role involves troubleshooting, responding to support inquiries, and collaborating with product teams to communicate customer feedback and enhancement requests. The ideal candidate will be passionate about delivering a world-class customer experience, possess strong communication skills, and demonstrate proficiency with technology applications. This position offers flexibility, with options for local or remote work within the U.S., and requires availability during standard business hours, with occasional weekend work as needed. Qualifications

• Must be at least 18 years of age
• Bachelor’s degree in business, communications, or a related field
• Fluent in reading, writing, speaking, and understanding English
• Confident in using technology and navigating various applications
• Minimum of two (2) years of previous customer support experience
• Legally authorized to work in the United States without sponsorship
• Strong problem-solving and communication skills
• Ability to work independently and as part of a team
• Excellent organizational skills and attention to detail

Responsibilities

• Monitor and respond promptly to general support inquiries from users
• Communicate effectively with PlayMetrics customers to identify issues and provide solutions
• Conduct 1:1 support calls as requested by customers to assist with platform implementation and usage
• Identify, document, and communicate product issues and customer enhancement needs to the product team
• Inform customers about the progress and delivery of reported issues and feature requests in future releases
• Track and report key customer support metrics and provide regular updates to company stakeholders
• Contribute to the internal knowledge base and customer help center by creating and updating support articles
• Utilize customer service techniques to ensure customers are well-informed and satisfied with our support
• Collaborate with product and leadership teams to relay customer feedback and support needs
• Assist in improving support processes and contribute to a positive customer experience

Benefits

• Competitive salary package
• Comprehensive medical, dental, and vision insurance plans for employees and dependents, fully paid by the company
• 401(k) retirement plan with employer matching contributions
• Company-paid group and disability insurance
• Paid Time Off (PTO) for rest and personal needs
• Casual dress code fostering a relaxed work environment
• Central office location in the Research Triangle Park (RTP) area
• Flexible work arrangements, including hybrid and remote options

Equal Opportunity PlayMetrics is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other characteristic protected by applicable law. We welcome all qualified applicants to apply and join our team in building a vibrant and equitable work environment.