Support Specialist

In this role, you can expect to

• Provide case-based support to schools and fans using our streaming platform. 
• Receive cases through a round-robin system and proactively monitor queues to take additional cases as needed. 
• Communicate clearly and professionally with customers to understand issues and guide them toward resolution. 
• Document troubleshooting steps, outcomes, and relevant details within the CRM system. 
• Flex between supporting schools, fans, and proactive quality initiatives depending on case volume and operational needs. 
• Identify patterns or recurring issues and escalate when necessary to improve overall platform quality. 
• Maintain productivity and responsiveness in a queue-based support environment. 
• Follow established processes, support standards, and documentation requirements. 
• Collaborate with internal teams when additional assistance or escalation is needed to resolve customer issues. 
• Contribute to initiatives aimed at improving stream quality and overall customer experience. 

To thrive in this role, you have

• 1–3 years of experience in customer support, help desk, call center, or operations support roles (preferred but not required). 
• Strong customer service mindset with a passion for helping others solve problems. 
• Comfortable using computers and learning new systems such as CRM or case management tools. 
• Excellent written communication skills and the ability to explain solutions clearly to customers. 
• Strong attention to detail when documenting cases and customer interactions. 
• Ability to stay organized and manage multiple cases in a queue-based environment. 
• Flexible and adaptable in a fast-paced support setting where priorities may shift throughout the day. 

How You Play

• Ownership over Participation- You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges.    
• Team over Stars- You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed.  
• Growth over Comfort- You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.   
• Fairness over Popularity- You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.