Support Manager

2 weeks ago

Atlanta, United States PlayOn! Sports Full time

COMPANY OVERVIEW

 

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 ROLE


PlayOn Sports is looking for an experienced Support Manager to lead and manage a team of engineers responsible for providing technical support to our clients. The successful candidate will be accountable for fostering team development, exhibiting strong leadership skills, providing guidance and mentorship, developing and tracking KPIs, and implementing process improvements to enhance customer satisfaction. This is a critical role that requires a strategic mindset, a deep understanding of technical support operations, and exceptional communication skills.


Additional responsibilities and accountabilities for this role could include:


• Manage a team of technical support engineers to provide high-quality support to clients.

• Develop and implement team development plans to enhance the skills and knowledge of team members.

• Provide guidance, coaching, and mentorship to the team to improve their performance and productivity.

• Develop and maintain KPIs to measure the team's performance and identify areas for improvement.

• Collaborate with other departments to develop and implement process improvements to enhance efficiency and customer satisfaction.

• Participate actively in the hiring, onboarding, and training of new team members to ensure a smooth transition and a strong team culture.

• Manage team schedules and workload to ensure optimal coverage and service delivery.

• Ensure compliance with all company policies and procedures.


THE PERSON


• Bachelor’s degree in computer science, Information Technology, or a related field.

• 5 years of experience in technical support operations, with at least 2 years in a leadership role.

• Strong leadership and team development skills with a proven track record of building and managing high-performing teams.

• Excellent communication, coaching and mentoring skills with the ability to effectively communicate technical information to non-technical stakeholders.

• Experience with KPI development and process improvement methodologies.

• Strong problem-solving skills with the ability to work independently and collaboratively to resolve complex technical issues.

• Ability to work under pressure in a fast-paced environment.

• Strong project management skills.


WHY YOU’LL LOVE WORKING AT PLAYON SPORTS

 

PlayOn Sports is more than just a place to work. It's a place to learn, grow, and thrive as people and professionals. We encourage a healthy work-life balance at PlayOn Sports through offering flexible working schedules and generous paid time off in the off-season. Come be a part of the team that is changing the landscape of high school sports

 

Some benefits we offer include:

• Competitive salary 

• Multiple Medical options to choose from

• Dental, Vision, Life and Disability Insurance

• Unlimited PTO 

• 401K plan with company match 

• Fun and collaborative hybrid/flexible work environment

 

Note: Part-time employees and interns are not eligible to participate in any of the Company’s Employee Health Benefit Plan listed above. These Benefits are only available to full-time employees of the Company.

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