Role Overview
Are you passionate about empowering customers and optimizing systems to deliver world-class support? As our Customer Education & Support Systems Manager, you'll be the driving force behind our customer success infrastructure. You'll create engaging, accessible educational resources and streamline our support platforms (with Intercom at the center) to ensure seamless customer experiences across our sports management software ecosystem. This dynamic role blends technical expertise, creative problem-solving, and clear communication to enhance self-service capabilities and elevate support operations. If you thrive in a fast-paced environment and love making a tangible impact that directly affects thousands of users daily, we want you on our team!
What You'll Do
Master Our Support Systems
- Own the Intercom platform, configuring and optimizing workflows, automation, and integrations.
- Design intelligent ticket routing and escalation processes to maintain our 98% customer satisfaction rating.
- Monitor and analyze support metrics to drive continuous improvement.
- Troubleshoot complex issues and implement solutions to reduce resolution times.
- Partner with IT for seamless integration of support tools.
- Proactively manage platform updates for maximum competitive advantage.
Build a World-Class Knowledge Hub
- Develop and maintain engaging documentation, FAQs, and troubleshooting guides.
- Produce multimedia content (videos, interactive guides) to simplify complex features.
- Collaborate with Product teams to document new features aligned with product releases.
- Establish a consistent, user-friendly style guide for educational content.
- Utilize metrics to identify content gaps and prioritize improvements.
- Implement best-in-class knowledge management practices to reduce support volume by 25%+.
Solve Complex Challenges
- Act as the escalation point for advanced technical support issues.
- Provide specialized support during critical periods, such as tournament seasons.
- Identify recurring issues and proactively document solutions.
- Advocate for customer feedback integration into product improvements.
Shape the Future of Support
- Analyze customer behavior to identify process improvement opportunities.
- Develop strategies to boost self-service adoption and customer satisfaction.
- Contribute to cross-functional projects improving overall customer experiences.
- Participate in long-term planning, including technology and resource strategies.
What You Bring
Must-Haves:
- 3+ years managing customer support platforms (Intercom strongly preferred).
- Proven track record in creating clear, impactful technical documentation.
- Strong grasp of knowledge base management and information architecture.
- Exceptional written communication skills tailored to diverse audiences.
- Robust problem-solving skills in fast-paced technical environments.
- Experience using support metrics for actionable improvements.
- Bachelor's degree or equivalent relevant experience.
Nice-to-Haves:
- Multimedia content creation proficiency (Camtasia, Loom, Adobe Creative Suite).
- Software support background, preferably SaaS in sports/event management.
- Familiarity with sports management software and tournament operations.
- Knowledge of process optimization (Lean, Six Sigma, Agile).
- Technical writing certification or formal training.
- Experience in rapidly evolving, high-growth environments.
Your Path to Success
First 30 Days:
- Master products, support processes, and Intercom.
- Audit knowledge base and identify high-impact content improvements.
- Build key stakeholder relationships.
- Analyze ticket patterns for immediate workflow optimizations.
First 60 Days:
- Optimize ticket workflows and automation (target at least 3 improvements).
- Launch targeted content improvement plan addressing top customer queries.
- Establish metrics and reporting dashboards.
- Develop multimedia materials for upcoming product releases.
First 90 Days:
- Deliver strategic roadmap for knowledge and system enhancements.
- Demonstrate measurable improvements in key support metrics.
- Confidently handle complex support escalations.
- Present first quarterly insights and recommendations to leadership.
Why Join Our Team
This is more than a job—it's your opportunity to influence the daily experience of thousands of sports organizations. Join a collaborative, innovative environment where your ideas directly enhance customer success. We're rapidly growing, offering ample career advancement for results-driven performers.
What We Offer
- Competitive compensation with performance-based bonuses.
- Flexible remote/hybrid work arrangements.
- Ongoing learning via conferences, courses, and certifications.
- Impactful work supporting nationwide sports organizations.
- A supportive culture valuing achievements and work-life balance.
If you're ready to blend technical expertise with creative communication to deliver exceptional customer experiences, we'd love to hear from you!
About USSSA:
The USSSA is the #1 multi-sport association in the United States, with more than 35,000
sanctioned events and 4.5 million participants in 47 states. The Viera, Fla.-based company
serves as the largest sanctioning body for sports including but not limited to slowpitch, baseball,
fastpitch, basketball, and soccer. For more information, visit USSSA.com.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
