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.

Responsibilities

- 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.

Requirements

- 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.

Nice to have

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

Benefits and work setup

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