Support Manager

Support Manager – Play On Sports

Play On seeks an experienced Support Manager to lead and develop a team of customer support specialists who deliver high-quality service through phone, case, and digital support channels. The role is highly people-focused and operational, with accountability for team performance, coaching, queue health, and customer experience outcomes.

• Lead, coach, and manage a team of Support Specialists delivering phone and case-based customer support.
• Drive individual and team performance through regular coaching, feedback, and performance management.
• Develop and execute team development plans focused on skill growth, career progression, and engagement.
• Monitor and manage daily operations, including case queues and backlog health, call volume and coverage, SLAs, response times, and customer satisfaction.
• Own and track team KPIs such as productivity, quality, CSAT, adherence, and resolution effectiveness.
• Partner with cross-functional teams (Operations, Product, Engineering, Customer Success) to identify trends, elevate issues, and improve support processes.
• Ensure consistent use of Salesforce or similar CRM for case management, documentation, and reporting.
• Participate in hiring, onboarding, training, and ramp plans for new team members.
• Build schedules and staffing plans to ensure proper coverage across shifts and peak demand.
• Reinforce company policies, support standards, and expectations consistently and fairly.
• Contribute to continuous improvement initiatives focused on efficiency, quality, and customer experience.

• 4–6 years of experience in customer support or contact center environments.
• 2+ years of experience managing or leading frontline support teams.
• Strong people‑leadership skills with a proven ability to coach, develop, and hold teams accountable.
• Experience managing support operations using Salesforce or a similar case‑management platform.
• Comfort working with performance metrics, dashboards, and KPIs to drive decisions.
• Excellent communication skills with the ability to lead through clarity, empathy, and consistency.
• Strong organizational and time‑management skills in a fast‑paced environment.
• Calm under pressure and capable of leading teams through change.

Play On is a dynamic growth‑stage company dedicated to championing the spirit of play in the high school space. Backed by KKR, our family of brands—including GoFan, NFHS Network, and Max Preps—empowers schools with innovative solutions and exceptional service. Our fan‑engagement platform is the only one that offers event ticketing, streaming, fundraising, concessions, merchandise sales, and website management in one place.

• Product, potential, and people: we’re a leader in the high‑school event space, constantly evolving our product to meet administrators’ needs.
• Growth‑stage impact: your contributions have real influence, giving you opportunities to grow skills, tackle meaningful problems, and make a difference.
• Culture of accountability, collaboration, growth, and fairness: we show up for each other and strive to be better every day.
• Integrity over shortcuts: we value doing what’s right, even when it’s hard.

• Multiple medical insurance plans to choose from.

• Dental, vision, life and disability insurance.

• Employee Emergency Fund.

• Company equity (stock options).

• Open PTO policy.

• 401(k) plan with company match.

• Hybrid/flexible work environment.

Note:

Must be a full‑time employee to participate in the company’s employee health benefit plan. Part‑time employees and interns are not eligible to participate.