Coordinator, Customer Support

Description

U.S. Soccer Overview

The U.S. Soccer Federation exists in service to soccer. Our aim is to ignite a national passion for the game. Because we believe that soccer is more than a sport; it is a force for good.

We understand the importance and the power of teamwork, on and off the pitch. That is why we work closely with our Federation partners and members, to inspire, support and guide every level of the game: from the grassroots to the National Teams. We want to bring soccer into every home and every community, right across America. Because we believe that soccer can transform lives like no other sport. Soccer can represent the best of U.S.

U.S. Soccer is in a period of significant growth, with ambitious plans for U.S. Soccer in the near and far future. We are, therefore, looking for dynamic servant leaders to join us on this journey: in service to soccer. Applicants must be able to demonstrate visionary leadership, analytical decision-making, professional flexibility, and an empathic management style that builds bold teams and delivers globally significant results.

Position Description

U.S. Soccer is seeking a Customer Service Coordinator to support key public-facing departments and programs. This position requires someone highly organized, detail-oriented, and able to communicate with fans, referees, coaches, donors and other customers on various levels. In addition, this individual is expected to proactively contribute across multiple business areas, prioritize cases as needed daily, and identify trends. This person must exhibit professionalism, maintain a customer service mentality, and communicate consistently and transparently. This position reports to the Manager of Customer Service.

Primary Responsibilities

• Respond to inquiries via our case management system
• Create, review, and update FAQs to improve self-service resources and reduce inbound inquiries
• Conduct quality assurance (QA) reviews of tier 1 agents’ work to ensure accuracy, consistency, and adherence to standards
• Support cross-functional communication by collaborating with internal teams to address issues and improve processes
• Attend and actively participate in department meetings, providing insights and updates as needed
• Update and maintain response templates to ensure clear, consistent, and up-to-date communication
• Assist in managing customer data in backend systems
• Create and maintain positive working relationships with membership by providing training, support, and service

Requirements

Minimum Qualifications 

• 0-2 years related experience in customer service 
• Capable of working in fast-paced and demanding environments
• Exceptional time management skills and ability to prioritize workflows
• Ability to deliver high-quality work and execute under pressure and deadlines
• Proficient with Microsoft Suite (Word, PowerPoint, Excel, and Outlook)
• Must be able to connect “micro” details to the “macro” vision and mission
• Excellent written and verbal communication combined with a professional demeanor
• Maintain a hybrid work schedule, with in-office presence 3 times per week

Desired Qualifications

• Passion for soccer 
• Bilingual (English and Spanish, preferred)
• Experience with case management systems (e.g. ZenDesk, Service Now)
• Experience with Salesforce
• Collaborative, team-player with a results-driven mindset
• Strong problem-solving capabilities to address and resolve issues that face a growing company
• Creative thinker, self-starter with strong analytical skills

U.S. Soccer offers a comprehensive compensation package, casual work environment, an inclusive culture, and an atmosphere for professional development.

U.S. Soccer is an equal opportunity employer that is committed to diversity, equity, and inclusion, and prohibits discrimination and harassment of any kind on the basis of race, color, sex, religion, national origin, citizenship, pregnancy, sexual orientation, gender identity, age, disability, genetic information, military status, political belief, or any other characteristic protected under the law. This policy applies to all our employment practices within our organization. We strongly encourage women, people of color, LGBTQIA, veterans, parents, and persons with disabilities to apply.