Customer Support Specialist – Performance (North America)

About the Role

Join Teamworks as a Customer Support Specialist focused on Performance, providing crucial support to top-tier sports organizations across North America. You will handle advanced issues relating to Teamworks’ AMS, Nutrition, and Strength & Conditioning products, delivering solutions tailored to elite collegiate and professional sports teams. This role requires independence in managing your support queue while collaborating with Product Success and Customer Success Managers to ensure exceptional service quality.

Key Responsibilities

• Develop in-depth expertise in Teamworks’ product suite, with emphasis on AMS, Nutrition, and Strength & Conditioning tools and troubleshooting processes.
• Manage and prioritize support tickets, addressing issues based on severity and business impact promptly and efficiently.
• Understand and analyze client challenges to provide accurate, timely, and customer-friendly solutions.
• Execute technical tasks such as workflow configuration, dashboard creation, third-party integrations, data uploads, and template customization.
• Maintain clear and responsive communication throughout the customer support lifecycle.
• Safeguard sensitive athlete health data by adhering to strict data security protocols.
• Collaborate with Product and Engineering teams to report bugs, escalate feedback, and contribute to product improvements.
• Help refine internal support processes to sustain key performance indicators as the company grows.
• Participate in scheduled weekend support rotations during critical customer projects.

Required Qualifications and Skills

• Practical experience with Teamworks performance products in professional or collegiate sports settings.
• Educational or professional background in sports science, strength & conditioning, nutrition, athletic training, or related disciplines.
• Strong familiarity with athlete management systems and medical software, particularly Teamworks AMS.
• Proven problem-solving capabilities and the capacity to navigate complex issues with limited information.
• Data literacy, including the ability to manage and analyze performance data to inform troubleshooting and workflows.
• Experience using tools like Salesforce, JIRA or similar ticketing systems, Microsoft Excel, and Google Suite.
• Ability to manage confidential athlete health data responsibly and with good judgment.
• Bachelor’s degree required.

Preferred Qualifications

• Experience in collegiate or professional athletics environments.
• Knowledge of data analysis and visualization tools such as R, Python, or Tableau.
• Ability to speak Spanish is a plus.

Additional Information

This position offers autonomy from day one, challenging you to identify and resolve issues proactively. You will build expertise with three key sports technology products used globally by elite teams. This role is based onsite in the United States and requires weekend availability on a rotating basis during important projects.

Note: Sponsorship is not available for this position, and recruitment agencies are not accepted.

About Teamworks

Teamworks is a leading sports technology company powering over 7,000 organizations worldwide, including major professional leagues and collegiate programs. Founded in 2006, Teamworks offers solutions in Personnel, Coaching, Performance, Operations, and Intelligence, enabling teams to recruit smarter, train better, maintain compliance, and win championships.

Equal Opportunity Statement

Teamworks is dedicated to fostering a diverse and inclusive work environment and is committed to equal employment opportunities regardless of race, religion, color, national origin, disability, gender identity, sexual orientation, veteran status, or other legally protected characteristics. Reasonable accommodations are available for candidates with disabilities.

Compensation

The salary range for this role is between $60,000 and $70,000 per year.