Support Specialist

Support Specialist

PlayOn is seeking a Support Specialist to help schools and fans successfully stream live events using our platform. This role is responsible for assisting customers, managing support cases, and ensuring a smooth and reliable experience for users of our streaming services. This role will be supporting our late shift from 3pm-12am, but all Support Specialists work across a variety of shifts to support live event coverage and customer needs throughout the day. This position is highly operational and customer focused. Support Specialists work within a queue-based environment, responding to cases submitted by schools and fans while maintaining clear documentation and communication throughout the support process. While the role involves supporting streaming-related products, the technical aspects are straightforward and can be taught. Success in this role comes from strong customer service skills, attention to detail, and the ability to manage multiple cases while providing clear, professional support.

The Outcomes You'll Deliver:

• Customers receive timely, clear, and helpful support that resolves their issues efficiently.
• Cases are documented accurately and consistently within the CRM system.
• Support queues remain healthy and manageable during both normal and peak support periods.
• Schools and fans experience reliable streams and positive interactions with the support team.
• The Support Specialist contributes to identifying recurring issues and improving overall service quality.

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:

• 13 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.

PlayOn is where high school sports come to life. Through GoFan, NFHS Network, and MaxPreps, we give every fan a front-row seat to the moments that matter most: the buzzer-beaters, the comeback wins, the senior nights, the rivalries that define a town.

We built our technology for the people who live and breathe high school athletics the parents who never miss a game, the alumni still cheering from across the country, the communities that show up week after week. From buying tickets to watching a live stream to reliving the highlights, we make it simple to stay close to the sports and the athletes you love most.

Backed by KKR, we build the technology that powers high school athletics from the inside out: Schools trust us to handle ticketing, streaming, fundraising, concessions, merchandise, and more so the people running programs can stay focused on the athletes and fans we all serve together.

We're a growth-stage company on a mission to make high school sports more accessible, more memorable, and more connected than ever before.

When being there means everything, we make sure you never miss a moment.

Why You'll Love Working at PlayOn

Product, potential, and people. We're a leader in the high school event space, constantly evolving our product to meet the needs of administrators. We focus on solving real challenges, learning quickly, and creating impactful solutions.

This is a growth-stage company, meaning your contributions have real impact. You'll have opportunities to grow your skills, tackle meaningful problems, and make a difference in the lives of schools and the students and fans they serve.

Our culture is built on accountability, collaboration, growth, and fairness. We don't just show upwe show up for each other. Everyone wears the same jersey, and we play hard, make the extra pass, and cheer one another on. Losses teach us, challenges motivate us, and persistence drives us forward. We value integrity over shortcuts, choosing to do what's right even when it's hard. Together, we strive to be better every daybecause we know that's how we win as a team.

The Benefits We Offer

• Multiple medical insurance plans to choose from
• Dental, vision life and disability insurance
• Employee Emergency Fund
• Company equity (stock options)
• Open PTO policy
• 401K plan with company match
• Hybrid/flexible work environment
• Note: Must be a full-time employee to participate in the company's employee health benefit plan. Part-time employees and interns are not eligible to participate.