Customer Experience Specialist

About Players Health

At Players Health, we are on a mission to create the safest and most accessible environment for an athlete to play the sports that they love. This is not only our mission, but also our promise to sports. A promise we will not break. There are over 50 million youth athletes playing sports in the US and they are counting on us to ensure that the environment that they are coming into not only accepts them for who they are, but fills them with encouragement, love, inspiration, and so much more.

Players Health is a VC-backed, mission-driven, sports technology platform providing digital risk management services, reporting tools and insurance products to sports organizations to comply with the changing athletic environment and responsibilities.

Our Core Values

We Cannot Achieve Our Mission Without Having a Strong Culture. We Believe That At The Core Of a Strong Culture Is a Shared Set Of Values. The Values That We Hold True And Look For Our Employees To Embrace Are As Follows

• Lead with Mission: Our mission always comes first. If we stay on mission as an organization, then we believe we will be successful in our professional and personal lives.
• Go Beyond: We're not satisfied with just "good enough" - we go above and beyond to achieve awesome results that impress and inspire.
• Operate like Owners: We believe in operational excellence. We take ownership of our work and approach every task with a sense of pride, responsibility, and commitment to excellence. We don't just rent our roles - we own them and strive to make a lasting impact.
• Virtue First: From the big decisions to the small details; honesty, integrity, and transparency are the bedrock of our culture and the foundation for everything we do.
• Service: We live to serve others with humility, empathy, and kindness. We put our customers, colleagues and community first, and always strive to exceed their expectations with a smile.
  
  
  

About The Role

The ideal Customer Experience Specialist will have a proven track record in customer success or customer support, ideally in the youth sports or sports technology segment. This role will report to the VP of Sales & Service and is available to work remotely or hybrid near one of our regional employee hubs (Minneapolis, MN or Dallas, TX), unless approved otherwise. Players Health is a remote-first distributed workforce. Travel may be required for team collaboration, training, and development. The Customer Experience Specialist role has a compensation range of $22.00- $26.00 per hour, depending on skills and experience.

You will join an organization going through significant growth as well as digital transformation. Instill a mindset of ownership and accountability with all managers and team members, providing a “playbook” for best practices – defining expectations to meet the vision and strategy for growth.

Players Health offers a competitive compensation and a comprehensive benefits package, including Medical, Dental, Vision, STD, LTD and 401K.

Issue Resolution And Support

Responsibilities (are inclusive of but not limited to):

• Serve as the primary point of contact for customer inquiries, concerns, and issues with a specific focus on insurance policy and claim support. Inclusive of certificate creation, and policy endorsement/special wording requests.
• Collaborate with internal teams to address and resolve customer challenges promptly.
  
  
  

Product Feedback And Improvement

• Collect customer feedback and insights to provide valuable input for product development.
• Work closely with the product team to communicate customer needs and advocate for improvements.
• Regularly provide user acceptance testing for Players Health Product and feature launches.
  
  
  

Enhancement Of Self-Service Tools And Resources

• Identify opportunities to enhance product self-service tools and resources.
• Collaborate with cross-functional teams to develop and improve documentation, tutorials, and other resources.
  
  
  

Internal Process Improvements

• Collaborate with cross-functional teams to implement improvements and innovations.
• Evaluate and propose solutions where success can be measured with data.
  
  
  

Proficiency In Digital Adoption Tools

• Demonstrate proficiency in utilizing digital adoption tools to enhance user experience and drive customer success.
• Stay current on industry trends and adopt new digital tools that contribute to customer success strategies.
  
  
  

Performance Metrics And Reporting

• Monitor and analyze customer success metrics to identify trends and areas for improvement.
• Provide regular reports on customer satisfaction, usage, and other relevant KPIs.
• Other duties as assigned
• Occasional travel for team engagement, collaboration, or events
  
  
  

Minimum Skills & Qualifications

• Strong belief in the Players Health Mission being achieved through successful customer outcomes.
• Proven track record in customer success, customer support, or related role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Strong desire to learn about sports insurance and athlete safety.
• Demonstrated growth mindset
• Strong emotional intelligence skills
• Highly reliable self-starter with ability to adapt to a fast-paced work environment
• Exceptional organization skills
• Proven track record of productivity working in a remote or hybrid environment.
• Strong emotional intelligence skills.
• Excellent verbal and written communication skills.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to act with integrity, professionalism, and confidentiality.
• Proficient with Microsoft Office Suite or related software.
  
  
  

Desired Characteristics

• Insurance industry experience with proven understanding insurance policies, certificates of insurance and claims.
• Strong desire to design and help build digital customer experiences and efficient internal processes.
• Experience with help desk ticketing software (Intercom, Zendesk, Salesforce Service Cloud, HappyFox, etc.)
• Experience with CRM Platforms (Salesforce, HubSpot)
  
  
  

Additional Requirements

• Ability to travel occasionally for team events, collaboration, engagement, conferences, or customer visits
• Must have a dedicated safe and secure remote work environment
• Must have the ability to work and be productive in a remote work environment
• Exceptionally self-motivated and ability to work autonomously
• Proactive communicator in all communication methods, including email (Outlook), verbal (in-person & phone), instant messaging (Slack & Teams)
• Willingness and ability to attend virtual meetings with camera on – we respect that there are times when employees may need to turn their camera off. We also have a great culture and want to engage with you! By regularly using cameras, we form connections and get to know each other, as well as promoting positive and respectful interactions amongst colleagues.
• Located in or willingness to work on Central or Eastern Time Zone
• Must be 18 or older
• Work location must be in the United States
• Must have unrestricted work authorization to work in the United States
  
  
  

Players Health is committed to building a diverse and inclusive work environment. We are proud to be an equal opportunity employer and welcome all applicants regardless of race, color, religion, creed, gender, sexual orientation, marital status, gender identity, national origin or ancestry, age, citizenship, disability, pregnancy, veteran status, or any other basis protected by applicable law.