Customer Support Representative

About this role

FloSports is the leading digital platform for underserved sports, combining live and on-demand streaming, original programming, data, and technology to help sports grow their audiences and build sustainable businesses, from youth to professional levels. By bringing thousands of events and communities onto one platform, Flo creates scale where none previously existed, connecting passionate fans with the sports they love while giving athletes, organizers, and rights holders the tools to reach and engage a global audience.

Flo streams more than 50,000 live events annually across sports, including motorsports, wrestling, hockey, track & field, cheer, jiu-jitsu, NCAA Division II and III athletics, and more. We’re looking for people who are passionate about sports, embody accountability, collaboration, curiosity, positivity, grit, and excellence, and are motivated to help grow and elevate the communities we serve.

THE ROLE:

Everyone knows that Hockey is more than just a sport: it’s a way of life. Are you looking to join the world leader in providing hockey-related technologies and information services? If so, now is your chance to bring your obsession for hockey and your passion for technology together.

The role of the Customer Support Representative is the front-line resource supporting customer success. A key part of the role is ensuring the effective triage of all inbound client issues across product lines, resolving in real time, and escalating larger issues within the Customer Support team.

RESPONSIBILITIES:

- Be the primary resource for answering inbound calls and triage to appropriate resolutions

- Be the primary line of communication for incoming support tickets via phone, email, web

- submissions and chat

- Troubleshoot customer and partner issues and resolve in real time

- Log customer support calls and emails in our customer support portal to track all customer issues

- Follow up on unresolved customer tickets

- Promote an environment of delivering accurate information quickly to customers and partners

- Escalate any bugs or issues related to our products to the Team Lead on shift or Manager, Customer Support

- Work with Global Partnership Managers and Streaming Operations Center to ensure accurate information and expectations are being met for events, HockeyTV

- Provide guidance to partners on admin tools, general platform usage and syndication

- Troubleshoot and test our HockeyTV and FloSports apps using various devices and OTT Apps

- Provide partner support within the Leaguestat site, specifically League and Team Admin support

- Provide support to partners using HockeyTech provided API’s, Statview Feed and Module Kit

- Troubleshoot and test our team mobile Buzzer Apps using various devices

- Assist partners in Wordpress to create pages, posts and other website related content

- Provide guidance to partners on admin tools, general platform usage and syndication

- Troubleshoot and test our FloSports using various devices and OTT Apps

- When requested, work with the Team Lead and/or Manager, Customer Support to: - Adjust processes that require modification - Document process changes for future reference and review - Recommend improvements to workflow to gain efficiencies - Make recommendations to improve response time and customer experience

- Shifts will rotate and will include weekends and evenings. Shifts will vary based on requirements and streaming schedules

KNOWLEDGE, SKILLS AND ABILITIES: 

- Previous Customer Service experience.

- Advanced problem-solving skills.

- Excellent communication and interpersonal skills.

- Experience in playing ice hockey or being familiar with the sport.

- Strong technical knowledge.

- Proficiency in verbal and written English language is essential.

- Advanced computer skills.

- Able to excel in a fast pace work environment.

- Ability to work days, evenings and weekends.

- Bonus points for Word Press and Salesforce experience

OUR COMMITMENT TO DIVERSITY:

FloSports exists to elevate the communities, athletes, and sports that have too often been overlooked. That mission starts with our own team. We believe that a diverse, inclusive workplace—one where different perspectives are sought out, heard, and valued—is essential to building a company that can truly serve the full spectrum of sports fans.

We are committed to creating a fair and equitable environment where people from all backgrounds can thrive. To help mitigate bias and expand opportunity, FloSports uses a blind recruiting process that supports more objective, inclusive hiring decisions. We’re intentional in our practices because we believe the best ideas and innovations come from teams that reflect the diversity of the world around us.

OUR BENEFITS:

- Competitive employer paid benefits such as health, medical, vision, LTD, STD, AD&D, life insurance, and employee assistance program

- Free Employee Assistance Program

- RRSP, with company matching 3%

- 15 Vacation days to begin

- 4 Person Paid Emergency Days, 3 Personal Unpaid Emergency days

- 1 Birthday Paid day off

- FloFun social group creating a full calendar of team building and social events for all staff

- Stocked snack bar, fridge, and catered lunches weekly

- Annual equity awards for all top performers

- Company donation to youth teams and leagues that our employees coach

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