Customer Coach SportsEngine

Job Description

At VERSANT, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including Sports Engine, the largest youth sports club, league and team management platform;
Golf Now, the leading online tee time marketplace and provider of golf course operations technology;
Golf Pass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips and more.

At VERSANT, we’re fueled by our mission to innovate, create larger‑than‑life events and connect with sports fans through technology that provides the ultimate in immersive experiences.

This role is part of our Youth & Recreational Sports group. Youth & Recreational Sports is comprised of technology platforms, such as Sports Engine, Sports Engine Motion, Tourney Machine, and Team Unify that enable athletes, parents, coaches and team administrators in the youth and recreational space to manage their organizations, collect payments, share schedules, find programs to participate in and connect with other families.

Come join us as we work together as one team to innovate and deliver what’s Next.

The Customer Coach will respond to inbound customer inquiries, issues and requests via email, phone, and online chat by being yourself and using your newfound knowledge. Follow through with technical issues brought to our attention by customers. You will be the voice of the customer while you track down and determine the root cause of issues, while also correctly logging any issues that need the attention of our Development Team.

Some evenings and weekends may be required.

• Become a subject matter expert within our tools and platforms to best serve our customers
• Respond to inbound customer inquiries, issues and requests via email, phone, and online chat with empathy and understanding.
• Follow through with technical issues brought to our attention by customers by being the voice of the customer
• Investigate and determine the root cause of technical issues
• Achieve KPIs as assigned
• Correctly log and document any issues that need the attention of our Development Team
• Other duties as assigned

• 2+ years of customer service experience
• Proven ability to communicate (spoken and written) effectively with a vast variety of customers
• Demonstrated problem solving skills, ability to think on your feet, and take initiative
• Demonstrate a sense of urgency and ownership thinking
• Demonstrate strong organizational, time management and prioritization skills

• Previous experience in the technology industry, desired
• Technical aptitude and an ability to learn new technologies
• An intrinsic need/desire to help people
• Able to communicate with customers in Spanish, a plus
• A love of sports is a plus!

• Must be willing to work in Orlando, FL.
  • Hybrid:
    This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.

As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT employee at one of our locations prior to a hiring decision. VERSANT's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to candida tea

VERSANT is committed to fair and equitable compensation practices. We include a good faith pay range for each position to comply with applicable state and local pay transparency laws and to promote equity across our organization. Actual compensation will be based on factors such as the candidate's skills, qualifications, experience, and location and may include additional forms of compensation and benefits such as health insurance, retirement plans, paid time off, etc.