F2P Customer Success Associate

Role overview

Support and strengthen relationships with users of a sports-focused digital platform. As part of a small customer success team, you will serve as a frontline problem-solver: helping people get started, resolving product issues, explaining how features work, and turning recurring feedback into useful input for product and engineering teams.

• Deliver knowledgeable, empathetic customer service across email, chat, and social media.
• Help users onboard successfully and understand the product.
• Investigate and resolve bug reports, usability problems, and account questions.
• Identify the underlying cause and intent behind user requests by asking effective questions.
• Collect, clarify, and prioritize product and feature feedback for internal teams.
• Use sound conflict-resolution and communication skills to improve customer experiences.

• Excellent written and verbal communication skills.
• Strong problem-solving ability, empathy, and a customer-focused approach.
• Initiative and comfort developing creative solutions when standard approaches are insufficient.
• Ability to collaborate with users and multiple internal departments.
• Availability for weeknight and weekend shifts on a schedule of five working days followed by two days off.

• Familiarity with Intercom or a comparable customer-support platform.
• Enthusiasm for sports and sports-related communities.

• Remote work options and flexible working hours.
• Medical, dental, and vision coverage.
• 401(k) plan and paid time off.
• Opportunities for career advancement.