Customer Coach

This role is part of our Youth & Recreational Sports group. Youth & Recreational Sports is comprised of technology platforms, such as SportsEngine, SportsEngine Motion, TourneyMachine,and TeamUnify 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.

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.

Job Duties

• 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

Basic Requirements

• 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

Desired Characteristics

• 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!

Additional Job Requirements

• Fully Remote: This position has been designated as fully remote, meaning that the position is expected to contribute from a non-VERSANT worksite, most commonly an employee’s residence.
• This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Compensation Range:  $22.00 an hour.

As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media'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.

For LA County and City Residents Only: VERSANT Media will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.

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 [email protected].

VERSANT Media 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.

VERSANT Media is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at VERSANT via-email, the Internet, or in any form and/or method without a valid written Statement of Work in place for this position from VERSANT's Talent Acquisition team will be deemed the sole property of VERSANT. No fee will be paid in the event the candidate is hired by VERSANT as a result of the referral or through other means.