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Customer Support Team Lead

2 months ago

Bradenton, Florida, United States IMG Academy Full time

About IMG Academy

As a leading sports education brand, IMG Academy is dedicated to empowering student-athletes to achieve their full potential. We provide a holistic education model that prepares students for college and life beyond.

Job Summary

We are seeking a highly skilled Customer Support Team Lead to join our team at IMG Academy. The successful candidate will be responsible for leading and managing our customer support team, ensuring that we deliver exceptional customer experiences for our clients.

Key Responsibilities

  • Oversee the customer journey from sales handoff through delivery, ensuring a seamless and personalized experience for our clients.
  • Develop and implement strategies to enhance the customer journey, including the creation of standardized processes and training programs for our support team.
  • Collaborate with campus leaders and sales team members to provide a positive brand experience for our clients.
  • Manage a team of customer support specialists, providing guidance and support to ensure they have the skills and knowledge needed to deliver exceptional customer experiences.
  • Develop and implement effective strategies for increasing revenue and retention, including the identification of opportunities to upsell and cross-sell our products and services.
  • Serve as a liaison between the support team and upper management, providing regular updates and insights on customer feedback and satisfaction.

Requirements

  • Bachelor's degree or equivalent work experience.
  • 2-3 years of customer service experience, preferably in the sports or entertainment industry.
  • General knowledge of sports and a demonstrated track record of sales revenue.
  • Excellent written and verbal communication skills, with the ability to work collaboratively with colleagues.
  • Attention to detail and ability to work in a fast-paced environment.

Preferred Skills

  • Bilingual.
  • Master's degree in Sports Management, Business, or a related field.

Physical Demands and Work Environment

  • Ability to lift, move, push, and pull equipment or boxes in excess of 40lbs.
  • Must be able to move around campus, including gym, turf, fields, etc.
  • Ability to work flexible hours, including nights, weekends, and holidays.

Background Requirements

  • Requires a background check upon offer.
  • Requires a drug test upon offer.