Customer Service Support Assistant

About Got Game Sports

Got Game Sports is one of the premier youth sports and camp organizations in Los Angeles and Colorado. We pride ourselves on delivering a premium quality experience, maintaining high engagement, and executing the "Got Game Way." We are looking for a dedicated Customer Service Support Assistant to join our administrative team.

The Role

We are seeking a highly organized, independent, competent, and detail-oriented Customer Service Support Assistant to help manage our parent communication and registration processes. Working directly under our Communications Coordinator, you will serve as a frontline voice of the company. Because this is a fully remote position, we need a self-starter who possesses excellent phone and email etiquette, great written skills, learns databases and new platforms quickly, and can confidently solve problems for our families while maintaining a warm and professional brand tone. Just as important: we need someone who takes initiative — who digs into what they don't know, asks questions early when something isn't clear, and takes a swing at solving a problem and learning new solutions before handing it off.

Key Responsibilities

• Frontline Parent Support: Confidently manage high-volume incoming phone calls and emails from parents regarding registration details and support, schedules, and general inquiries — with prompt, thorough, complete replies.
• Inbox Management: Assist the Communications Coordinator in maintaining our "Zero Inbox" standard for the Got Game Admin email.
• Database Administration: Navigate and manage parent accounts within our 'Playbook' registration system — roster management, enrollments, credits, refunds, and add-ons — ensuring enrollment data, pricing, and capacity limits are accurate. Precision matters here; these are real dollars on a family's account.
• Customer Experience: Filter operational noise by owning routine and moderately complex questions yourself, and escalating genuinely sensitive or unusual issues to the Communications Coordinator.
• Work with some of our frontline staff to find answers to questions for prompt replies.
• Brand Voice: Ensure all written and verbal communication aligns with the positive, energetic, and professional "Got Game Way."

Work Details

• This is a part-time, remote position.
• Target start date is early September.
• This is initially a seasonal position, ending after our fall and winter holiday camps, with the intention of re-evaluating at that time to continue the work on a more consistent basis through spring and summer.
• Must have access to a quiet workspace, a reliable computer, and high-speed internet.

REQUIREMENTS

Requirements & Qualifications

• Experience: Previous experience in customer service, administrative support, or remote help-desk roles. Camp/youth sports industry experience is a plus.
• Communication Skills: Exceptional written and verbal communication skills. You must be comfortable spending a significant portion of your time on the phone and via email with parent customers.
• Technical Proficiency: Strong computer skills with the ability to quickly learn our registration database (Playbook). Experience with general CRM platforms, email ticketing systems, and Google Workspace is highly preferred.
• Independent Worker: Proven ability to work remotely with minimal supervision. While managers are always available to support you, you must be confident in your ability to find answers and solve problems autonomously — and equally willing to ask clear questions early to learn systems rather than sit on something you don't understand.
• Detail-Oriented: Accuracy with dates, dollar amounts, and account balances. You catch your own mistakes before a parent does.

Tone: Ability to remain calm, empathetic, and professional under pressure, especially when assisting frustrated or confused customers.