{"id":1601325,"url":"https://alion.io/job/flosports-customer-support-representative","title":"Customer Support Representative","company":{"id":6734,"name":"FloSports","domain":"flosports.tv","url":"https://alion.io/company/flosports","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-10-05T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Waterloo, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":39000,"max":42000,"currency":"CAD","period":"year","gross":null,"usd_annual":29503},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Adjust","optional":false},{"name":"WordPress","optional":false},{"name":"PHP","optional":true},{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-10-01T19:14:49Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-06T00:53:24Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"FloSports is the leading digital platform for underserved sports, combining live and on-demand streaming, original programming, data, and technology to help sports grow their audiences and build sustainable businesses, from youth to professional levels. By bringing thousands of events and communities onto one platform, Flo creates scale where none previously existed, connecting passionate fans with the sports they love while giving athletes, organizers, and rights holders the tools to reach and engage a global audience.\nFlo streams more than 50,000 live events annually across sports, including motorsports, wrestling, hockey, track & field, cheer, jiu-jitsu, NCAA Division II and III athletics, and more. We’re looking for people who are passionate about sports, embody accountability, collaboration, curiosity, positivity, grit, and excellence, and are motivated to help grow and elevate the communities we serve.\nTHE ROLE:\nEveryone knows that Hockey is more than just a sport: it’s a way of life. Are you looking to join the world leader in providing hockey-related technologies and information services? If so, now is your chance to bring your obsession for hockey and your passion for technology together.\nThe role of the Customer Support Representative is the front-line resource supporting customer success. A key part of the role is ensuring the effective triage of all inbound client issues across product lines, resolving in real time, and escalating larger issues within the Customer Support team.\nRESPONSIBILITIES:\nBe the primary resource for answering inbound calls and triage to appropriate resolutions\n\nBe the primary line of communication for incoming support tickets via phone, email, web\n\nsubmissions and chat\n\nTroubleshoot customer and partner issues and resolve in real time\n\nLog customer support calls and emails in our customer support portal to track all customer\nissues\n\nFollow up on unresolved customer tickets\n\nPromote an environment of delivering accurate information quickly to customers and partners\n\nEscalate any bugs or issues related to our products to the Team Lead on shift or Manager, Customer Support\n\nWork with Global Partnership Managers and Streaming Operations Center to ensure accurate information and expectations are being met for events, HockeyTV\n\nProvide guidance to partners on admin tools, general platform usage and syndication\n\nTroubleshoot and test our HockeyTV and FloSports apps using various devices and OTT Apps\n\nProvide partner support within the Leaguestat site, specifically League and Team Admin support\n\nProvide support to partners using HockeyTech provided API’s, Statview Feed and Module Kit\n\nTroubleshoot and test our team mobile Buzzer Apps using various devices\n\nAssist partners in Wordpress to create pages, posts and other website related content\n\nProvide guidance to partners on admin tools, general platform usage and syndication\n\nTroubleshoot and test our FloSports using various devices and OTT Apps\n\nWhen requested, work with the Team Lead and/or Manager, Customer Support to:\nAdjust processes that require modification\n\nDocument process changes for future reference and review\n\nRecommend improvements to workflow to gain efficiencies\n\nMake recommendations to improve response time and customer experience\n\nShifts will rotate and will include weekends and evenings. Shifts will vary based on requirements and streaming schedules\n\nKNOWLEDGE, SKILLS AND ABILITIES:\nPrevious Customer Service experience.\n\nAdvanced problem-solving skills.\n\nExcellent communication and interpersonal skills.\n\nExperience in playing ice hockey or being familiar with the sport.\n\nStrong technical knowledge.\n\nProficiency in verbal and written English language is essential.\n\nAdvanced computer skills.\n\nAble to excel in a fast pace work environment.\n\nAbility to work days, evenings and weekends.\n\nBonus points for Word Press and Salesforce experience\n\nOUR COMMITMENT TO DIVERSITY:\nFloSports exists to elevate the communities, athletes, and sports that have too often been overlooked. That mission starts with our own team. We believe that a diverse, inclusive workplace-one where different perspectives are sought out, heard, and valued-is essential to building a company that can truly serve the full spectrum of sports fans.\nWe are committed to creating a fair and equitable environment where people from all backgrounds can thrive. To help mitigate bias and expand opportunity, FloSports uses a blind recruiting process that supports more objective, inclusive hiring decisions. We’re intentional in our practices because we believe the best ideas and innovations come from teams that reflect the diversity of the world around us.\nOUR BENEFITS:\nCompetitive employer paid benefits such as health, medical, vision, LTD, STD, AD&D, life insurance, and employee assistance program\n\nFree Employee Assistance Program\n\nRRSP, with company matching 3%\n\n15 Vacation days to begin\n\n4 Person Paid Emergency Days, 3 Personal Unpaid Emergency days\n\n1 Birthday Paid day off\n\nFloFun social group creating a full calendar of team building and social events for all staff\n\nStocked snack bar, fridge, and catered lunches weekly\n\nAnnual equity awards for all top performers\n\nCompany donation to youth teams and leagues that our employees coach","description_format":"text","description_chars":5276,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity","Life insurance"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Sports","Sports Media"],"lifecycle":[{"event":"open","at":"2026-10-01T19:20:55Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":55,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-05T05:45:15Z"},"pay":{"stated_usd_annual":29503,"is_top_pay":false},"html_url":"https://alion.io/job/flosports-customer-support-representative","json_url":"https://alion.io/job/flosports-customer-support-representative.json","meta":{"generated_at":"2026-10-06T02:27:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3784,"day_limit":5000,"remaining_today":1216,"minute_limit":60,"resets_at":"2026-10-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6734},"rest":"https://alion.io/mcp/rest/get_company?id=6734"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fflosports-customer-support-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fflosports-customer-support-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fflosports-customer-support-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/flosports-customer-support-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fflosports-customer-support-representative"}]}