Customer Support Representative
Posted: May 2, 2025
Position Overview
The Customer Support Representative will work alongside the Customer Support Team to provide time sensitive technical support and customer service for our teams across all three sports. Duties include but are not limited to troubleshooting technical issues, providing responses and resolving issues promptly, advocating for customers, maintaining accurate customer information within HubSpot, and consistently ensuring a positive experience for our teams and our coaches. Support is provided via call, text, email, and managed within our Hubspot platform.
Position Status
About Us
At GoRout, our mission is to provide cutting-edge coach-to-player communication solutions for baseball, softball, and football coaches of all playing levels. Our wearable tech, paired with user-friendly software, helps simplify and enhance coaches’ daily routines while providing them a competitive advantage on the field.
Who You Are
- Optimistic Company First mindset
- Highly competitive
- Effective written and oral communicator
- Charismatic and likable
- Builds client trust and rapport quickly
- Time management and planning skills
- Night and weekend availability (varies by season and sport)
Requirements
- Must be comfortable communicating with customers and internal team members over call, text, and email
- Desire to constantly evaluate and improve how we support our coaches
- Understanding of efficient and effective communication when troubleshooting
- Document and escalate customer concerns
- Ability to work independently and be self-motivated
- Comfortable adjusting to the game plan
- Analytical and process-oriented mindset
- Willingness to learn new technologies and be adaptable in our high-tech business
- Facilitate and manage CRM ticketing system
- Flexibility and willingness to work night and weekend hours 1-2 weeks per month
Preferred Qualifications
- Strong HubSpot knowledge
- Experience working in a SaaS environment
- Sports background preferred, but not required (Former Coach, Athlete, Operations)
- Yearly Renewal / Upsell Experience preferred but not required