Own a queue of support tickets across AMS, Nutrition, and Strength & Conditioning, triaging and resolving issues based on severity and customer impact
Build and configure Teamworks Performance products on behalf of customers, including data setup, template creation, and workflow customization
Partner closely with Product Success Managers in a 60/40 split between ticket-based support and collaborative PS work
Communicate clearly and responsively with customers across EMEA, owning all correspondence from initial contact through resolution
Analyze performance data within customer environments to identify trends, troubleshoot anomalies, and surface insights
Coordinate with Product and Engineering to escalate bugs and represent customer needs, providing thorough documentation
Contribute to internal process and operational improvements that keep reply and resolution KPIs healthy as the business grows
Participate in a rotating on-call schedule for weekend coverage during key customer project periods (approximately 5 to 6 weekends per year)

Hands-on experience building and using AMS in a professional or collegiate/academy performance environment
Background in sports performance: sports science, strength & conditioning, nutrition, athletic training, or related field
Demonstrated ability to solve complex problems independently and with urgency, often without a complete set of information
Data literacy: ability to interpret performance data, identify trends, and draw actionable insights
Strong written and verbal communication skills in English; able to represent Teamworks professionally in all customer interactions
Comfortable handling sensitive athlete health data with sound judgment and adherence to data security practices
Multilingual: Spanish, German, Dutch, or Portuguese strongly preferred
Experience with data analysis tools such as R, Python, Tableau, or similar
Familiarity with Salesforce or similar CRM/ticketing platforms

Customer Support Specialist – Performance

Key skills