Manager - Customer Support

WIN Reality is a sports technology company that is revolutionizing the way baseball and softball players prepare for the game. Using virtual reality, we provide athletes and coaches with the most authentic and immersive training experience in the world. This commitment has allowed us to partner with athletes, coaches, and organizations at all levels of the game from Youth Leagues to premier College Baseball and Softball programs, and Major League Baseball organizations. Our commitment to innovation has attracted significant attention, including a $45 million investment from Spectrum Equity, a firm that has consistently identified emerging industry leaders such as GrubHub, Ancestry.com, and GoodRx. WIN Reality is a dynamic start-up company looking for driven teammates to grow with it. Our culture reflects the characteristics that make sports special - comradery, shared success, and challenge. Our teams are united in their efforts towards pushing the limits of technology to give our players an edge. We offer a competitive total rewards package, a diverse and collaborative environment, and incredible opportunities for professional development. Title: Manager - Customer Support Location: Austin, TX WIN Reality has an exciting opportunity for a Customer Support Manager to join our WIN Customer Success Team. Qualifications 5 years of experience in customer support for a SaaS product Demonstrated experience with providing high-touch customer support over phone, email, and live chat in SaaS or account/billing customer service Experience with Stripe and/or similar payment/billing platforms Exhibited analytical reasoning and critical thinking skills for account/billing The ability to learn new digital tools quickly Proven experience coordinating international contractors and managing remote teams effectively Willingness to engage with stakeholders in various time zones and as needed Passion for WIN's mission of developing athletes and enabling customers to have a positive and impactful experience Familiarity with assessment, training products, and startups Experience playing and/or coaching baseball or softball is considered a significant asset Note: If you are a driven person aligned with WIN's mission but do not meet all the qualifications you should still apply Responsibilities Develop and implement customer support strategies to improve user satisfaction and drive adoption of WIN Reality Your responsibilities will span across the coordination of international contractors and management of support strategies and tools Collaborate with the marketing, product, and engagement teams to align customer support efforts with overall go-to-market strategies Identify opportunities for improving customer support processes by understanding regional-specific needs, competitive landscapes, and market data Build, review, and share metrics for measuring the efficiency and quality of customer support efforts Provide consistently high-quality customer experiences for all WIN customers File bugs, troubleshoot issues, and collaborate with the team to provide an excellent customer experience Advocate for our customers and work closely with your team and manager to find areas of improvement within our product and services Obsess over customer experience Sports have a rich heritage of transcending traditional boundaries in pursuit of winning. Winning is why people of diverse specialties, beliefs, and backgrounds come together. That is why WIN Reality is committed to diversity. We are committed to fielding the best team possible which is why all applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.