Customer Support Specialist

Rapsodo is seeking a driven, detail-oriented Customer Support Specialist to manage support for our Diamond Sports (baseball & softball) and Golf product lines. You’ll be the first line of communication for coaches, athletes, and everyday users—delivering timely, effective support and ensuring every customer gets maximum value from their Rapsodo experience.

This isn’t your average customer support role. We’re looking for someone who brings curiosity, grit, and a technical mindset. You’ll need to think critically, solve problems independently, and advocate for our customers with urgency and care. If you thrive in a fast-paced environment and take pride in going above and beyond, we want to hear from you.

This hybrid role spans both our team-based and consumer audiences, requiring a balance of empathy, technical troubleshooting, and proactive service.

Responsibilities

• Serve as the primary point of contact for support inquiries across Diamond Sports and Golf products
• Respond to inbound cases via email, phone, chat, and ticketing systems
• Troubleshoot hardware, software, and connectivity issues for both product lines
• Prioritize, manage, and close tickets in Salesforce or other support platforms
• Escalate complex technical issues to internal engineering or product support teams
• Ensure service level expectations are consistently met or exceeded
• Assist with routing sales-related inquiries to appropriate account managers
• Contribute to internal documentation and support process improvements
• Participate in occasional event/trade show logistics or remote support as needed

Requirements

• Bachelor's degree required
• Min 3 years experience in a customer support or service role (preferably in a tech or consumer product company)
• Strong written and verbal communication skills
• Able and willing to work staggered or rotating shifts, including weekends or evenings as needed
• Calm under pressure with strong problem-solving and proven conflict resolution skills
• A team player with high accountability, empathy, and a customer-first mindset
• Experience with support platforms like Zendesk
• Passion for sports—especially baseball, softball, & golf—is highly valued
• Familiarity with CRM systems (Salesforce preferred) and ticketing tools
• Highly organized, self-motivated, and calm under pressure
• Ability to manage multiple priorities and communicate with professionalism
• Comfortable working independently and collaboratively across departments