WHO ARE COORDINATE SPORT?

Coordinate Sport is a leading SaaS company dedicated to transforming operations in the sport and activity sector. Our platform empowers providers to automate scheduling, workforce management, reporting, and compliance – giving teams more time to focus on impact and growth. We work with hundreds of organisations across the UK, helping them to streamline operations and deliver world-class programmes. As we continue to grow, we’re looking for passionate, customer-focused professionals to join our team and play a key role in our customer success journey.

KNOWLEDGE, SKILLS, AND ABILITIES

• Familiarity with customer support tools such as Zendesk, Freshdesk, Intercom, or similar
• Good understanding of customer service metrics and KPIs
• Basic technical troubleshooting skills
• Excellent written and verbal communication skills
• Strong problem-solving and analytical abilities
• Ability to prioritise and manage multiple queries simultaneously
• Excellent attention to detail
• Ability to collaborate effectively within a team
• Calm and professional manner when dealing with challenging customer situations
• Willingness to learn and adapt to new technologies quickly
• Capable of handling a high volume of support requests
• Comfortable working in a dynamic, fast-paced environment
• Flexibility to work outside of standard hours when required

• Respond to customer inquiries via email, chat, or phone and provide timely and accurate solutions to their issues
• Collaborate with product, implementation, customer success, and engineering teams to identify and resolve customer challenges
• Document customer issues and provide detailed feedback to the product team for continuous platform improvement
• Deliver product training and support to new and existing customers
• Maintain a high level of customer satisfaction through proactive and attentive service
• Identify and escalate more complex or critical issues to senior support staff or management
• Monitor and maintain key support metrics such as first response time and resolution time