Customer Support Representative

About the Company:

Playbypoint is at the forefront of the racquet sports industry, providing innovative enterprise software solutions that transform how clubs, players, and coaches operate and enhance their game. As we continue to expand our reach and develop our product offerings, we're looking for a dedicated Customer Support Representative to join our team. If you have a passion for technology, sports, and delivering excellent customer service, this role offers an exciting opportunity to contribute significantly to a dynamic industry.

Job Description:

As a Customer Support Representative at Playbypoint, you will be a key player in ensuring that every customer experience is outstanding. You'll assist our clients in leveraging our platform to its fullest potential, providing top-notch support and ensuring their complete satisfaction. Your role will be crucial in guiding our clients through our intuitive software, making every interaction a smooth and enjoyable journey.

Key Responsibilities:

• Engage with customers across a variety of channels, including live chat, email (tickets), phone, and screen shares, to provide responsive and thorough support.
• Help customers navigate and maximize the benefits of our software solutions, including providing training and practical tips.
• Resolve any software-related issues, offering timely and effective solutions or alternatives.
• Work closely with our development team to address and resolve complex technical issues, ensuring continuous product improvement.
• Maintain detailed and accurate records of all customer interactions, support requests, and actions taken.
• Continuously develop and refine customer support practices to enhance our service quality.
• Gather and communicate customer feedback to our product development team to help drive future enhancements.

Qualifications:

• Fluent in English; proficiency in Spanish is a significant plus.
• Experience in customer or technical support; familiarity with SaaS environments preferred.
• Skilled in using help desk software and remote support tools; experience with Zendesk or Intercom is highly beneficial.
• Exceptional problem-solving skills and the ability to multitask effectively in a fast-paced environment.
• Excellent communication skills, both written and verbal.
• A positive, empathetic attitude combined with the ability to be coachable and collaborative.
• Proactive and adept at taking initiative and adapting to evolving situations.

What We Offer:

• A competitive salary and benefits package, including bonus potential.
• Comprehensive health insurance plans: Medical, dental, and vision, with shared costs.
• An amazing company culture that values transparency and collaboration, and encourages having fun while we work!

Additional Information:

This position is based at our Miami office. Initially, this is an on-site role, but there is potential for transitioning to a hybrid model after the first three months, pending approval. This hybrid arrangement would allow you to work from the office three days a week, providing flexibility for remote work on other days.

Visa sponsorship for this role is currently not available.

Join Us: Are you driven by innovation and passionate about delivering cutting-edge solutions? We’re eager to meet you! Join Playbypoint and play a crucial role in shaping the future of racquet sports. Apply today and be part of a team that’s committed to excellence in both products and service!