Support Manager

We are seeking a highly motivated and experienced Support Manager to lead our team in delivering exceptional customer service to our clients at PlayOn. The successful candidate will be responsible for managing the day-to-day operations of our Support department, ensuring that service levels, quality standards, and productivity targets are consistently met or exceeded. As a PlayOn Support Manager, you will also be responsible for managing and developing a team of agents to ensure optimal operation of our services.

THE OUTCOMES WE EXPECT.

• Manage a team of agents who provide support to schools, ensuring that services are delivered efficiently and cost-effectively.

• Develop and implement strategies to improve service delivery and customer satisfaction.

• Analyze key performance indicators (KPIs) to identify areas for improvement and implement solutions to drive performance.

• Manage and develop a team of agents, providing coaching and feedback to enhance their skills and performance.

• Conduct regular performance evaluations and develop individualized improvement plans as needed.

• Identify opportunities to improve processes and procedures to increase efficiency and quality of our support services.

• Identify opportunities to lessen ticket volume and equip client schools for better self service. 

• Create and maintain reports and documentation related to department's performance.

• Provide regular updates and presentations to senior management on department performance.

• Bachelor’s degree in business administration, Management, or a related field.
• 3-5 years of experience in a support environment, with at least 2 years in a leadership role.
• Strong leadership and people management skills, with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with stakeholders and team members at all levels.
• A drive to consistently improve and enhance the customer experience.
• Strong analytical and problem-solving skills, with the ability to identify and implement effective solutions.
• Proficiency in relevant software and tools, including communication platforms, data management systems, and other support-specific software.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.

• Ownership over Participation- You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges. 
• Team over Stars- You are a bridge builder, establishing processes and relationships with teams outside your own.  You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed. 
• Growth over Comfort- You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.  
• Fairness over Popularity- You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective.  You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.  

COMPANY OVERVIEW

The future of high school athletics and activities is powered by PlayOn! Sports. Through GoFan, the NFHS Network, and rSchoolToday, the PlayOn team elevates the event experience for schools and communities across digital ticketing, fundraising, concessions, streaming, websites, and activity management.

PlayOn has united top brands in the school event space with a shared passion for athletics and activities and the lifelong memories that they instill. We take pride in empowering schools to save time and focus on what matters most: the students, staff, and communities who make their programs possible.

Thousands of schools partner with PlayOn to provide unparalleled access to millions of people to discover, enjoy, and relive their favorite events in person and online. As we continue to grow, we remain true to our vision to be there for schools so their communities can be there for every moment.

WHY YOU’LL LOVE WORKING AT PLAYON! SPORTS

PlayOn! Sports is more than just a place to work. It's a place to learn, grow, and thrive as people and professionals. We encourage a healthy work-life balance at PlayOn! Sports through offering flexible working schedules and generous paid time off. Come be a part of the team that is changing the landscape of high school sports!

Some benefits we offer include:

• Competitive salary 

• Multiple Medical options to choose from

• Dental, Vision, Life and Disability Insurance

• Open PTO Policy 

• 401K plan with company match 

• Fun and collaborative hybrid/flexible work environment

Note: Part-time employees and interns are not eligible to participate in any of the Company’s Employee Health Benefit Plan listed above. These Benefits are only available to full-time employees of the Company.