Own a high-complexity queue of support tickets across AMS, Nutrition, and Strength and Conditioning, serving as a senior escalation point for issues that require deeper product knowledge and performance expertise
Lead cross-functional projects in partnership with Product Success and Customer Success teams, taking initiative without waiting for direction
Build and configure Teamworks Performance products on behalf of customers, including advanced data setup, workflow architecture, and environment optimization
Partner closely with Product Success Managers in a 60/40 split between ticket-based support and collaborative PS work, contributing at a senior level across both
Analyze performance data within customer environments to diagnose complex issues, identify trends, and surface actionable insights for performance staff
Serve as a subject matter expert on Teamworks AMS, providing guidance to both customers and junior support teammates on best practices and advanced use cases
Coordinate with Product and Engineering to escalate and document complex bugs, representing the customer voice with precision and context
Contribute to operational improvements and internal documentation that keep the team's KPIs healthy as the business scales
Participate in a rotating on-call schedule for weekend coverage during key customer project periods (approximately 5 to 6 weekends per year)

Direct, hands-on experience using Teamworks AMS in a professional or high-performance sports environment
Background in sports performance: sports science, strength and conditioning, nutrition, athletic training, or a related field
Proven ability to independently resolve complex, ambiguous support issues across a high-volume queue with urgency and quality
Strong data literacy: ability to interpret, troubleshoot, and draw insights from performance data across multiple disciplines
Experience owning cross-functional work or projects beyond individual ticket resolution
Strong written and verbal communication skills in English; able to engage confidently with performance directors, coaching staff, and front office stakeholders
Sound judgment when handling sensitive athlete health and performance data, with adherence to data security best practices
Familiarity with Teamworks Nutrition or Strength and Conditioning platforms in addition to AMS
Football (soccer) or rugby background within European professional or academy environments
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 II, Performance

Key skills