Teamworks, the Operating System for Sports™, powers more than 6,500 sports organizations worldwide, including collegiate athletic departments and teams across all major professional leagues. With 300 exceptional employees located in ten different countries, Teamworks’ software solutions drive the operations of the most recognizable sports properties in the world.

We are looking for a driven, quality-centric, and customer-focused Director of Customer Support to join our team. In this role, you will champion extreme customer care across our company, ensuring that our support team prioritizes the needs of our customers and delivers timely solutions. You will act as the internal voice of our customers and maintain Customer Care as a core value.

This role is an excellent opportunity for the right candidate to pioneer the next frontier in sports and to contribute to the continued rapid scaling of one of the fastest-growing companies in sports tech.

Responsibilities:

• Drive a mindset of extreme customer care throughout the Support team and the company, and act as an internal voice for the customer.

• Maintain Customer Support as a non-negotiable foundational priority, ensuring the team remains connected to the athletes and those who support them.

• Develop a long-term, data-informed plan to meet customer needs.

• Innovate by finding new and more efficient ways to deliver for our customers.

• Integrate new products and business lines into support operations.

• Align your strategy cross-functionally with Customer Education, Customer Success, Product Development, Product Success, Marketing, and Sales.

• Partnering with Engineering to develop new tools and collaborate with Customer Education and Product Success to proactively provide necessary information to remove customer friction.

• Develop a vision around future company milestones and build a strategic plan for supporting new markets, geographies, and verticals.

• Analyze customer needs through tickets and chat questions, finding ways to prevent these needs in the future.

• Build and maintain a system of accountability that drives productivity and quality, measuring these through objective results.

• Plan for employee growth, including promotions, terminations, and new hires, ensuring the right people are in the right roles.

• Hold managers accountable for day-to-day operations, monitoring queue health, team productivity, and response quality.

• Ensure the team operates at full speed and continually seeks efficiency improvements.

Requirements:

• Proven experience in leading and managing a customer support team, ideally within the technology or sports industry.

• Experience planning and deploying support resources, with the ability to forecast and manage resources across various geographies.

• Experience aligning cross-functional strategies and communicating a clear vision for future milestones.

• Experience reducing customer friction and partnering cross-functionally to improve self-service tools and information delivery.

• Proficient use of analytics to assess customer needs and develop preventive measures.

• Proven track record in recruiting, developing, and top-grading talent.

• Experience building systems that measure and drive productivity and quality.

• Experience in a leadership role that’s managed day-to-day operations while continuously seeking process improvements.

• Excellent communication skills, with the ability to deliver the “why” and the “how” to generate buy-in for change within the team.

• Proficiency in using systems like Salesforce and Chat tools, with a commitment to continual improvement.

Desired Traits:

• Visionary mindset, preparing for new products, business lines, and support models.

• Strong sense of ownership along with exceptional strategic and analytical skills.

• Prioritizes high-quality results, ensuring work is done right and quickly without sacrificing attention to detail.

• Holistic thinker who makes well-thought-out decisions that align with big-picture goals.

• Driven toward continuous improvement, both in developing and refining new systems.

• Decisive, organized, and efficient leadership style, with the ability to control and direct multiple projects simultaneously.

• Direct, factual communication style.

• Aligned with Teamworks' core values: honesty, humility, hard work, commitment, innovation, and exceptionalism

What Teamworks offers:

• A role in shaping the future of sports and a career that grows as the company grows.

• An exceptional culture of high achievement and teamwork.

• Supportive and humble colleagues who are some of the top problem solvers and innovators in the game.

• Financial security through competitive compensation and incentives.

• A comprehensive benefits plan, including medical, dental, vision, disability, life insurance, and a 401K match.

• Additional educational opportunities via Range can be used for courses, conferences, and other options.

• Unlimited paid time off.

• Company equity.

• 100% remote-optional work setting.

Founded in 2006, Teamworks has grown from a messaging platform for collegiate football into the leading operating system for elite sports organizations, providing comprehensive technology solutions. Having secured over $165M in funding across five rounds, our product suite now features six key categories to support every phase of the athlete lifecycle. Our Operations solutions streamline logistics, communication, and inventory management with products like Hub, Camps, and Inventory Management. Performance tools such as AMS+EMR and Nutrition enhance athlete care through health analytics and personalized nutrition. Compliance is managed through our robust Compliance + Recruiting platform. Recruiting efforts are bolstered by Recruiting and Recruiting Communications. Athlete Development is supported by Academics, Pathways, and Pulse, which focus on academic success, programming tracking, and safety. Lastly, our Branding & NIL solutions, including Influencer and Collectives, navigate the NIL era and engage fans effectively. Our continued innovation and integration make us the premier tech provider for top-tier athletic and tactical organizations.

Our offices in Durham, Denver, Richmond, and Brisbane are open for work, collaboration, and optional team-building events – but as a remote-first company, we also have teammates working from places across the globe, including New York, London, Perth, and Austin.

Teamworks is an equal opportunity employer - if you live our core values every day and are honest, hardworking, humble, committed, innovative, and an all-around exceptional person, you'll thrive at Teamworks. We are committed to building a diverse and inclusive workforce and take affirmative action to not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics. This policy applies to all employment practices within our organization, including but not limited to recruiting, hiring, promotion, termination, compensation, benefits, and training. Teamworks is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email hiring@teamworks.com.

To all recruitment agencies: Teamworks does not accept agency resumes. Please do not forward resumes to our jobs alias, Teamwork employees or any other organization location. Teamworks is not responsible for any fees related to unsolicited resumes.