Customer Success Representative

About Sportify Academy

Located in Dubai, Sportify Academy is a leading sports talent identification and development center that leverages AI technology to assess abilities across 55 sports disciplines. With 18 years of expertise, the academy offers scientific testing, tailored development plans, and coaching by certified professionals to help young athletes and aspiring sports professionals reach their maximum potential.

Role Overview

The Customer Success Representative will manage ongoing relationships with families and athletes beyond initial assessments, overseeing the entire client experience from booking confirmations through to sustained engagement with personalized development plans. This role suits individuals who value strong client connections, can efficiently handle multiple clients, and are driven to convert satisfied customers into advocates.

Key Responsibilities

• Serve as the primary contact managing client relationships from appointment confirmation to completion of the development journey.
• Conduct calls prior to assessments to confirm bookings and coordinate the delivery of development plans following assessments.
• Maintain regular communication with clients, actively monitoring satisfaction levels and addressing any potential issues before they lead to attrition.
• Lead initiatives for referrals and testimonials to grow the academy's community of supporters.
• Address complaints and client requests promptly and professionally, ensuring clients feel understood and their concerns are resolved within the expected response times.

Candidate Requirements

• Minimum of four years’ experience in customer success, account management, or client relations with responsibility for customer satisfaction or Net Promoter Score (NPS).
• Proven capability in managing sensitive or complex client conversations with patience, empathy, and a solutions-oriented approach.
• Excellent organizational skills to effectively juggle multiple active client accounts without oversight.
• Strong communication proficiency in English; Arabic language skills are advantageous. Experience with professional communication via WhatsApp is preferred.
• A genuine passion for sports, youth development, or family-oriented services.

Why Work With Sportify Academy

• Make a meaningful impact by ensuring families stay engaged, provide referrals, and contribute positive reviews in a company that values this success.
• Manage a valued client portfolio directly influencing the sports development journeys of young athletes.
• Be part of an expanding organization where Customer Success is a core strategic focus, not a secondary function.