Customer Support Representative - Part-time

FloSports has led the way in establishing a world-class digital streaming experience for millions of fans, families, and athletes of underserved sports. Imagine creating a digital platform that unites the casual fan with the most dedicated spectator, both experiencing thrilling live events from around the world with interactive features, real time analytics, powerful broadcast technology, and more. Combine that with our unique original sports content ranging from breaking news and expert commentary to feature films, documentaries, and multi-episodic series. That’s what FloSports is all about. We have successfully revolutionized the global sports media industry- the result of creating a diverse team of technologists and die-hard wrestlers, creators and devoted cheerleading experts, designers and hockey enthusiasts, communicators and motorsport fanatics, producers and casual sports fans… united by a shared passion to delight the underrepresented communities we serve. We are creating the essential destination for our sports and we’re looking for people like you to help us!

THE ROLE:

FloSports is searching for an enthusiastic, customer-focused Part-Time Customer Support Representative to join our team and provide top-notch customer service and support for our track & field sports management platforms, MileSplit and DirectAthletics! If you love interacting with people and are passionate about helping customers and solving problems, we want you! As a Customer Support Representative, you will be a vital part of our team, assisting customers with their needs and ensuring their satisfaction. The right candidate will be able to accommodate a flexible schedule that includes daytime, evening, and weekend shifts for an average of 20 hours per week. This number may fluctuate based on seasonal volume, but will not exceed 30 hours per week. Best of all, you can work remotely.

Join our Customer Support Team and share your passion for track & field while making a positive impact on our customers' experience.

RESPONSIBILITIES:

• Deliver timely, friendly, and expert-level responses to customer inquiries, and requests, ensuring every interaction exceeds expectations and boosts customer satisfaction.

• Be the voice of the customer, proactively identifying and escalating critical technical issues, outages, and any concerns that impact the user or viewer experience, ensuring a seamless experience.

• Engage in active listening to thoroughly understand customer challenges, diagnose root causes, and expertly navigate to the most effective solutions—transforming problems into positive outcomes.

• Maintain and update customer accounts with meticulous attention to detail, ensuring compliance with department policies and guidelines.

• Consistently achieve and surpass agent and department performance metrics, demonstrating a strong commitment to excellence and customer satisfaction that drives team success.

• Collaborate with supervisors on diverse projects and tasks, offering creative solutions and adapting to new challenges with enthusiasm, ensuring the continuous growth and success of the team.

KNOWLEDGE, SKILLS AND ABILITIES:

• Passion for track & field/cross-country, with a deep knowledge of the sport, fueling a strong desire to engage with athletes and fans alike, creating a genuine connection.

• At least one year of customer service experience, where you perfected your ability to build relationships, solve problems, and create positive experiences with a wide range of customers.

• Exceptional communication skills (both spoken and written), enabling you to break down technical issues and solutions into clear, easily understandable steps for all customers, no matter their level of technical knowledge.

• A natural problem-solver with a keen eye for detail and a proactive approach, always eager to take ownership of challenges and find creative solutions.

• A sense of urgency and accountability that ensures you handle tasks swiftly, meeting customer needs and making an immediate impact on the team’s success.

• Strong time management skills, ensuring you can juggle multiple tasks efficiently while delivering top-tier support and maintaining focus on customer satisfaction.

• Pride in your work ethic—you value quality and put your best effort into everything you do, ensuring every interaction leaves a positive mark.

• A thirst for knowledge—whether it’s expanding your technical expertise or staying up-to-date on the latest in technology, you're always eager to learn and grow.

• A deep-rooted desire to help others, driven by an intrinsic need to make a real difference in people’s experiences, offering support that goes above and beyond.

• Proven success in remote work environments, demonstrating your ability to stay self-motivated, disciplined, and effective while working independently from home.

BONUS POINTS:

• Hands-on experience with MileSplit and/or DirectAthletics platforms, allowing you to confidently navigate and provide support to users who rely on these powerful tools.

OUR COMMITMENT TO DIVERSITY:

At FloSports, we are bonded by our passion for sports and our purpose to unite communities around experiences that finally give underserved sports the love they deserve. We recognize the need to build a company that seeks out, embraces, and celebrates our individual differences, ideas, and talent. FloSports is committed to the pursuit of a fair, equal and inclusive workplace where everyone is given the opportunity to grow to their fullest potential.