Specialist, Product Support

Product Support Specialist

Monumental Sports & Entertainment (MSE) is one of the largest integrated sports and entertainment companies in the country with one of the most diverse partnership groups in all of sports. MSE owns and operates seven major and minor sports teams: 2018 NHL Stanley Cup Champion Washington Capitals, NBA's Washington Wizards, WNBA's 2019 Championship Washington Mystics, NBA G League's Capital City Go-Go, 2021 & 2020 NBA 2K League Champion Wizards District Gaming and Caps Gaming, an esports sub-brand of the Capitals. Additionally, it holds a significant investment in a seventh professional team, Team Liquid, an endemic esports team owned and operated by aXiomatic, in which MSE is an investor.

In September 2022, MSE acquired the regional sports network, then-called NBC Sports Washington and newly rebranded as Monumental Sports Network. Monumental Sports Network now holds the exclusive local television media rights to Capitals', Wizards', and Mystics' games. The network is both a linear channel and a digital operation. Prior to acquiring the linear platform, the digital platform was launched by MSE in 2016, as the first-of-its-kind regional sports network for digital, mobile, and streaming platforms. Those linear and digital platforms are now combined and join Caps Radio, Wizards Radio, MSE Outdoor and Monumental Productions for a full suite of six media enterprises.

In addition to Capital One Arena a venue which hosts 3M+ visitors across over 250 events annually, MSE also manages MedStar Capitals Iceplex (training facility for the Capitals), MedStar Health Performance Center (training facility for the Wizards, Mystics, and Go-Go) and EagleBank Arena (a 12,000+ live event venue on George Mason University's campus).

In July 2020, MSE partnered with William Hill (subsequently acquired by Caesars Entertainment) to open the first ever in-arena sportsbook in North America, now called Caesars Sportsbook.

MSE opened "District E powered by Ticketmaster" in the spring of 2023, a flagship esports and entertainment venue. This 14,000-square-foot live-event theater offers a 365-day-a-year series of immersive experiences in esports, music, culinary excellence, event programming, and community events.

MSE proudly promotes its core values for all those that interact with the company. As a member of our team:

1. You will provide first-class customer service and value for our fans.
2. You will champion a double-bottom line that engages, unifies, and gives back to the community we serve.
3. You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.
4. You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.
5. You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble.
6. You will innovate. We are nimble and first to market. We are not averse to risk.
7. You will have fun. We are in the business of happiness.

Position Overview:

The Product Support Specialist will be the first line of communication for all Monumental+ customer interactions, serving as a vital link between the fans and the platform's technical ecosystem. This position involves the live intake of customer questions, technical issues, and feedback during Capitals, Wizards, and Mystics game broadcasts. The Specialist will use customer service insights to assist the Product team in scoping out and developing new features and improvements aimed at driving platform stability and enhanced user experience.

Responsibilities:

• Serve as the primary external voice for Monumental+, handling all live customer interactions with a focus on education and platform adoption.
• Manage and maintain the support email alias and monitor the official social media support account to ensure timely responses across all digital touchpoints.
• Educate customers on platform utility, including the sign-up process, how to authenticate partnering TV providers, and general navigation of the Monumental+ app.
• Proactively engage with fans to resolve friction points, ensuring a premium streaming experience.
• Oversee daily intake of customer inquiries during live game windows for the Capitals, Wizards, and Mystics.
• Handle live "hustle" intake, ensuring every fan inquiry is acknowledged and addressed with efficiency.
• Manage the FreshDesk database, ensuring every ticket is properly categorized, tracked, and resolved according to platform standards.
• Monitor, manage, and report on customer service trends, proactively flagging growing issues or anomalies to the wider product teams in real-time.
• Monitor Social channels and respond within 24 hours.
• Maintain a comprehensive log of all customer-related tickets, identifying recurring stability threats or bugs.
• Create and update documentation for common troubleshooting workflows to be used by the broader digital team.
• Develop and manage a repository of "frequently asked questions" based on real-time feedback to aid in customer self-service.
• Provide primary technical support for platform users, addressing issues related to account access, UI/UX hurdles, and device-specific performance bottlenecks.
• Coordinate with the internal Product team to verify platform reliability during high-traffic live events.
• Monitor customer support metrics and trends daily to identify patterns in platform performance or user dissatisfaction.
• Analyze data to identify anomalies in sign-up or authentication flows that could impact revenue or engagement.
• Prepare and distribute performance reports for cross-functional teams, highlighting how support trends impact broader business objectives.
• Other duties as assigned.

Minimum Qualifications:

• Bachelor's Degree or equivalent professional experience.
• 13 years of experience in customer support, digital media, or a technical service environment.
• Strong communication skills, with a demonstrated comfort level in proactively contacting customers and managing high-volume interactions.
• Proficiency in help desk software (e.g., Freshdesk, Zendesk, or similar) and a track record of maintaining organized customer databases.
• Strong technical proficiency, with the ability to quickly learn and explain digital processes such as sign-up flows, provider authentication, and app troubleshooting.
• Analytical attitude, capable of identifying trends in customer feedback and translating technical bugs into actionable insights for product and development teams.
• Flexibility to work evenings, weekends, and holidays, specifically following the live broadcast schedules of the Capitals, Wizards, and Mystics.

Pay Rate: $55k - $62k USD.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.