Full-Time Customer Support Representative

FloSports is a world-class sports media company dedicated to passionate sports fans, offering live event coverage, breaking news, highlights, stats, rankings, and team/player profiles. They are expanding their ecosystem of over a dozen sports verticals and hundreds of streaming partners, including college conferences, grappling, hockey, track & field, racing, cheer, and wrestling.

THE ROLE:

FloSports is seeking an enthusiastic, customer-focused Full-Time Customer Support Representative to provide top-tier support for their premier track & field sports management platforms, MileSplit and DirectAthletics. Ideal candidates love interacting with people, are passionate about track & field, and excel at problem-solving.

As a Full-Time Customer Support Representative, you will be a vital voice for our user community, assisting coaches, timers, athletes, and fans. This 40-hour-per-week remote role requires high availability during peak athletic events, accommodating a flexible schedule including daytime, evening, and weekend shifts based on seasonal meet schedules. Business hours run from 8am - 9pm CT daily.

RESPONSIBILITIES:

• Deliver world-class support with timely, friendly, and expert-level responses to customer inquiries, ensuring every interaction exceeds expectations.

• Serve as the voice of the customer, proactively identifying, troubleshooting, and escalating critical technical issues, platform outages, and user experience concerns.

• Diagnose and educate users by identifying root causes of complex platform questions and guiding them to effective, stress-free solutions.

• Maintain accurate customer account records while adhering strictly to department policies and guidelines.

• Consistently meet and strive to exceed individual and department performance metrics for response time, resolution quality, and customer satisfaction.

• Collaborate with supervisors on special projects and process improvements, adapting quickly to new challenges in a dynamic environment.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Deep passion for and knowledge of track & field and cross-country.

• 1+ years of customer service experience with a focus on problem-solving and relationship building.

• Flexible availability to work a dynamic full-time schedule, including non-standard hours, evenings, and weekends.

• Exceptional written and verbal communication skills, with the ability to explain technical platform processes in clear, simple terms.

• Strong time-management and multi-tasking abilities in a fast-paced setting.

• Proven track record of self-motivation, discipline, and productivity in a remote work environment.

BONUS:

• Direct hands-on experience using or managing meets or teams within the MileSplit and/or DirectAthletics platforms. Former athletes, coaches, meet hosts, and/or timers preferred.

OUR COMMITMENT TO DIVERSITY:

FloSports is committed to building a fair, equal, and inclusive workplace where everyone can grow to their fullest potential.

OUR BENEFITS:

• Recognized as a Top Workplace by the Austin-American Statesman for three consecutive years.

• Flexibility at work to balance professional and personal schedules.

• All-hands events hosted in Austin, Texas.

• Annual equity awards for top performers.

• Competitive and comprehensive medical, dental, and vision plans.

• Company-paid short-term disability, long-term disability, and life insurance.

• Generous 401(K) company match vested immediately.

• Progressive parental leave policies.

• Flexible paid time off.

• Hack-a-thons and team-building/social events.

• Company donations to youth teams and leagues coached by employees.

• Stocked snack bar and catered meals (lunch and breakfast tacos weekly).