Customer Support Representative

FloSports

Customer Support Representative supporting client inquiries via phone, email, and chat. Facilitating customer success in a hockey tech environment with a passion for the sport.

Posted 7/14/2026full-timeWaterloo • 🇨🇦 CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on problem-solving and effective communication. Proficient in technical support and familiar with sports-related platforms, ensuring a high-quality experience for partners and customers.

Highest-signal resume keywords

Customer Service ExperienceAdvanced Problem-Solving SkillsExcellent Communication SkillsTechnical KnowledgeWordPress Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportTroubleshootingCustomer SupportAPI SupportMobile App TestingAdvanced Computer SkillsReal-Time Issue ResolutionDocumentation of Process ChangesWorkflow ImprovementFast-Paced Environment Adaptability

Soft Skills

Interpersonal SkillsGuidance to PartnersFollow-Up SkillsEscalation ManagementPromoting Accurate Information

Tools & Technologies

HockeyTVFloSports AppsLeaguestat SiteWordPressSalesforceOTT AppsStatview FeedModule KitCustomer Support PortalBuzzer Apps

Industry Keywords

Ice HockeyStreaming OperationsCustomer SupportPartner SupportEvent Management

Tech Stack

Tools & technologies

WordPress

About the role

Key responsibilities & impact

Be the primary resource for answering inbound calls and triage to appropriate resolutions
Be the primary line of communication for incoming support tickets via phone, email, web submissions and chat
Troubleshoot customer and partner issues and resolve in real time
Log customer support calls and emails in our customer support portal to track all customer issues
Follow up on unresolved customer tickets
Promote an environment of delivering accurate information quickly to customers and partners
Escalate any bugs or issues related to our products to the Team Lead on shift or Manager, Customer Support
Work with Global Partnership Managers and Streaming Operations Center to ensure accurate information and expectations are being met for events, HockeyTV
Provide guidance to partners on admin tools, general platform usage and syndication
Troubleshoot and test our HockeyTV and FloSports apps using various devices and OTT Apps
Provide partner support within the Leaguestat site, specifically League and Team Admin support
Provide support to partners using HockeyTech provided API’s, Statview Feed and Module Kit
Troubleshoot and test our team mobile Buzzer Apps using various devices
Assist partners in Wordpress to create pages, posts and other website related content
When requested, work with the Team Lead and/or Manager, Customer Support to: Adjust processes that require modification, Document process changes for future reference and review, Recommend improvements to workflow to gain efficiencies. Make recommendations to improve response time and customer experience
Shifts will rotate and will include weekends and evenings. Shifts will vary based on requirements and streaming schedules

Requirements

What you’ll need

Previous Customer Service experience.
Advanced problem-solving skills.
Excellent communication and interpersonal skills.
Experience in playing ice hockey or being familiar with the sport.
Strong technical knowledge.
Proficiency in verbal and written English language is essential.
Advanced computer skills.
Able to excel in a fast pace work environment.
Ability to work days, evenings and weekends.
Bonus points for Word Press and Salesforce experience

Benefits

Comp & perks

Competitive employer paid benefits such as health, medical, vision, LTD, STD, AD&D, life insurance, and employee assistance program
Free Employee Assistance Program
RRSP, with company matching 3%
15 Vacation days to begin
4 Person Paid Emergency Days, 3 Personal Unpaid Emergency days
1 Birthday Paid day off
FloFun social group creating a full calendar of team building and social events for all staff
Stocked snack bar, fridge, and catered lunches weekly
Annual equity awards for all top performers
Company donation to youth teams and leagues that our employees coach