The future of high school athletics and activities is powered by PlayOn! Sports. Through GoFan, the NFHS Network, and rSchoolToday, the PlayOn team elevates the event experience for schools and communities across digital ticketing, fundraising, concessions, streaming, websites, and activity management.

PlayOn has united top brands in the school event space with a shared passion for athletics and activities and the lifelong memories that they instill. We take pride in empowering schools to save time and focus on what matters most: the students, staff, and communities who make their programs possible.

Thousands of schools partner with PlayOn to provide unparalleled access to millions of people to discover, enjoy, and relive their favorite events in person and online. As we continue to grow, we remain true to our vision to be there for schools so their communities can be there for every moment.

The Fan Support Specialist is a key member of the Fan Support Team (FST), dedicated to providing outstanding customer service and resolving user issues. This role involves direct interaction with fans through various channels to address their concerns, ranging from technical difficulties to account management. The specialist will ensure that each interaction is positive and reflective of our brand’s commitment to excellence.

Additional responsibilities and accountabilities for this role could include:

• Fan Support: Serve as the first point of contact for fans reaching out with event-related streaming issues. Facilitate effective communication between fans and technical support teams, ensuring issues are promptly addressed and fans are kept informed about the status of their concerns.

• Multi-channel Communication: Engage with fans via phone, email, and live chat with a strong emphasis on empathy. Understand and address their concerns with compassion and accuracy, ensuring timely responses that reflect our commitment to their satisfaction and our understanding of their experience.

• Billing Support: Address inquiries and disputes related to charges, refunds, and subscription management.

• Documentation: Diligently maintain thorough and detailed notes within Zendesk tickets for each fan interaction, ensuring comprehensive documentation that supports continuous improvement and effective follow-up on issues.

• Feedback Integration: Collect and report fan feedback and feature requests to improve the overall user experience. Use feedback to elevate future interactions with the fans.

• Strong empathetic skills with a proven ability to understand and share the feelings of our fans, ensuring a supportive and caring interaction every time.

• Excellent communication skills, capable of conveying information clearly and effectively across multiple channels.

• Exceptional multitasking abilities, with a track record of efficiently handling multiple task sand fan inquiries simultaneously without compromising quality.

• Prior experience in customer service, preferably in a technology or media-related field, demonstrating a capacity to resolve issues and maintain high fan satisfaction.

• Familiarity with customer service software and CRM tools, preferably Zendesk, to manage and document fan interactions effectively.

• Ability to work flexibly, accommodating fan needs across different time zones and during high-demand events.