Customer Service Representative
About the Opportunity The organization is seeking a Customer Service Representative to join its Customer Support team. This full-time, remote role focuses on assisting subscribers via multichannel communication, troubleshooting issues, and ensuring an exceptional viewing experience for live and on-demand sports programming. Because support schedules align with live events, availability to work nights, weekends, holidays, and extended hours is required.
Responsibilities
Provide prompt, confident, and professional assistance to subscribers via email, chat, and phone. Listen actively and ask targeted questions to diagnose issues, identify root causes, and provide effective resolutions. Develop deep subject-matter expertise across all products and services through training and available resources. Consistently meet individual agent performance metrics and support quarterly departmental goals. Maintain and update subscriber accounts, subscriptions, and billing records in accordance with department policies. Serve as the voice of the customer, promptly escalating technical issues, service outages, and streaming quality concerns. Contribute relevant documentation and updates to internal team resources and customer-facing knowledge bases. Collaborate with colleagues to achieve team objectives, actively participating in discussions and providing constructive operational feedback. Required Qualifications 1 to 2 years of customer service experience. 1 to 2 years of experience in call center or phone support roles. Hands-on experience using HelpDesk platforms or CRM databases. Demonstrated proficiency in technical troubleshooting. Familiarity with digital streaming platforms and devices, such as Apple TV, iTunes, Roku, and Fire TV. Strong computer proficiency, including experience with Google Workspace (G-Suite). Excellent verbal and written communication skills, paired with strong active listening and problem-solving abilities. Proven ability to establish positive customer relationships, maintain composure under pressure, and adapt quickly in a fast-paced environment. A dedicated home workspace equipped with a high-speed internet router. Schedule flexibility with the ability to work nights, weekends, and holidays as needed.
Preferred Qualifications
Proficiency in documenting sports statistics. Knowledge of competitive track and field infrastructure.
Benefits
Comprehensive health coverage, including medical, dental, and vision insurance. Company-paid life insurance, short-term disability, and long-term disability. Retirement benefits with a company 401(k) match. Annual equity awards for top performers. Paid time off and parental leave. Equal Opportunity Employer The organization is committed to building an equitable and inclusive environment where individuals from all backgrounds can thrive. Objective, inclusive practices—including blind recruiting methods—are utilized throughout the hiring process to support fair evaluations and expand opportunity.