Product Support Specialist (Diamond Sports & Golf)

Job Description

Job Description

Company Overview

With its headquarters in Singapore and strategically placed offices across the United States, Turkey, Japan, and Malaysia, Rapsodo represents more than just sports technology and data analytics. It stands as the clear front-runner in providing affordable, professional-grade technology for athletes aiming to enhance their performance.

The company currently collaborates with partners such as The PGA of America, Golf Digest, Troon, various Major League Baseball teams, USA Baseball, and over 1000 NCAA athletic departments.

Become a part of Team Rapsodo as we challenge limits and unveil endless potential, one data point and one heartwarming success story at a time.

Powered by Athletes who get it, and Engineers who can do it.

Role Purpose

Rapsodo is seeking a driven, detail-oriented Product Support Specialist (Diamond Sports & Golf) to support our North America customers across our Diamond Sports and Golf product lines. Based in St. Louis, MO, where you will serve as the front line for U.S. and Canadian coaches, athletes, and everyday users—delivering responsive, thoughtful, and high-quality support that reflects our commitment to excellence.

This is not a transactional support role. We are looking for someone who is curious, self-driven, and technically inclined—someone who can think critically, troubleshoot effectively, and take full ownership of problems through to resolution. You should be comfortable working independently, navigating ambiguity, and operating with urgency and care.

This in-person role spans both team-based and consumer audiences, requiring a balance of empathy, technical troubleshooting, proactive communication, and operational rigor.

Key Responsibilities

• Serve as the primary point of contact for customer support across Diamond Sports and Golf products
• Respond to and manage inbound support cases across email, phone, chat, and ticketing systems
• Troubleshoot hardware, software, and connectivity issues across Rapsodo products
• Own customer issues end-to-end, including problem definition, resolution, and high-quality escalation when required
• Prioritize, manage, and close tickets within defined service levels using platforms such as Salesforce and Zendesk
• Collaborate cross-functionally with Engineering, Product, and Sales to resolve issues efficiently
• Route sales-related inquiries to the appropriate account managers where relevant
• Identify recurring issues and contribute to reducing support volume through documentation, feedback loops, and process improvements
• Contribute to internal knowledge bases and continuously improve support workflows

Requirements

Role Qualifications

• Bachelor’s degree required
• Minimum 3 years of experience in a customer support or service role, preferably in a technology or consumer product environment
• Background in Engineering or Computer Science is strongly preferred
• Strong written and verbal communication skills
• Proven problem-solving ability with a structured, analytical approach
• Demonstrated ability to remain calm under pressure and effectively handle challenging customer interactions
• Experience with support platforms such as Zendesk
• Familiarity with CRM systems (Salesforce preferred) and ticketing tools
• Highly organized, with the ability to manage multiple priorities effectively
• Comfortable working both independently and collaboratively across teams
• Strong sense of accountability, empathy, and a customer-first mindset
• Self-driven with the ability to take initiative and ownership without constant direction
• Curiosity and a strong desire to understand how things work
• Passion for sports, especially baseball, softball, or golf, is highly valued

Success Metrics

• Timely, high-quality responses and resolutions across support channels
• Strong customer satisfaction through clear, effective communication
• High ownership and accountability in resolving issues
• Clear, structured escalation that enables faster resolution
• Contribution to reducing repeat issues through insights and documentation

If you are someone who takes pride in solving problems, improving systems, and delivering meaningful customer impact, we would love to hear from you.