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Customer Success Specialist

About SportsRecruits

SportsRecruits is a platform that provides clubs, student-athletes and their families access to every college coach in the country. Club and high school organizations use our platform to empower their student-athletes in the recruiting process and oversee their efforts and communication with complete transparency. Connections made on the platform have resulted in commitments to the best academic and athletic institutions across the country. SportsRecruits is privately held and headquartered in Brooklyn, NY.

Check out our team videos here to learn more about working at SportsRecruits!

About the Position

As a member of the Customer Success team, you will work directly with student-athletes, parents, club owners, directors, recruiting coordinators, and coaches to unlock the power of the SportsRecruits platform.

As a Customer Success Specialist, you’ll serve as the first point of contact for telephone, email and live chat inquiries in order to help customers achieve their goals on the SportsRecruits platform. You will work closely with our club and high school customers to assist in the on-boarding and implementation process. This position will also play a role in assisting in the logistical planning and execution of partnerships with showcases and tournaments (creating event schedules, arranging contractors, providing onsite support, etc). The person to best fit this position is an effective and positive communicator, a team player, and capable of breaking down complex challenges into simple solutions.

Responsibilities:

  • Independently manage the daily workflow of on-boarding new, and renewing existing users to the SportsRecruits platform
  • Apply technical knowledge and creative problem solving to find efficient solutions
  • Manage customer requests and escalate issues to the appropriate team members
  • Compare data from different sources to draw conclusions
  • Communicate clearly on the telephone, via email, or on live chat
  • Lead projects from conception to closure and leverage internal resources
  • Serve as the voice of the customer and collect feedback to drive improvement in the product
  • Contribute to and help maintain existing and new customer-facing resources
  • Assist in the organization and execution of SportsRecruits events
  • Ensure all customers start with a positive user experience through internal systems and checks

Requirements:

  • 1-2 Years of Customer Success Experience
  • Passion for helping people
  • Excellent written and oral communication skills
  • Strong troubleshooting skills, analytical thinking, perseverance and patience
  • Proficient in Microsoft Excel
  • Flawless attention to detail
  • Ability to handle multiple projects and deadlines
  • Strong desire to improve the experience of our users
  • Understanding of college recruiting and the high school and club sports space
  • Familiarity with software like Zendesk, Salesforce and Gainsight is a plus
  • Former college athlete is a plus
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