PlayOn
Customer Support
SupportSpecialist
Neural analysis suggests this role is
optimal for Entry candidates.
“Support Specialist at PlayOn. Skills: customer service, attention to detail, managing multiple cases, clear communication, documentation. assisting customers. managing support cases”
What You'll Achieve.
Customers receive timely, clear, and helpful support that resolves their issues efficiently.; Cases are documented accurately and consistently within the CRM system.; Support queues remain healthy and manageable during both normal and peak support periods.; Schools and fans experience reliable streams and positive interactions with the support team.; The Support Specialist contributes to identifying recurring issues and improving overall service quality.
Industry & Context.
customer service mindset with a passion for helping others solve problems; resolve their issues efficiently; guide them toward resolution; escalate when necessary to improve overall platform quality; resolve customer issues
late shift from 3pm-12am, work across a variety of shifts to support live event coverage and customer needs throughout the day
What They're Looking For.
Must Have
1–3 years of experience in customer support, help desk, call center, or operations support roles
Nice to Have
customer service mindset with a passion for helping others solve problems, Comfortable using computers and learning new systems such as CRM or case management tools, Excellent written communication skills and the ability to explain solutions clearly to customers, attention to detail when documenting cases and customer interactions, Ability to stay organized and manage multiple cases in a queue-based environment, Flexible and adaptable in a fast-paced support setting where priorities may shift throughout the day
What You'll Do.
managing support cases
ensuring smooth and reliable experience for users of our streaming services
responding to cases submitted by schools and fans
maintaining clear documentation and communication throughout the support process
Provide case-based support to schools and fans using our streaming platform
Receive cases through a round-robin system and proactively monitor queues to take additional cases as needed
Communicate clearly and professionally with customers to understand issues and guide them toward resolution
Document troubleshooting steps
and relevant details within the CRM system
Flex between supporting schools
and proactive quality initiatives depending on case volume and operational needs
Identify patterns or recurring issues and escalate when necessary to improve overall platform quality
Maintain productivity and responsiveness in a queue-based support environment
Follow established processes
and documentation requirements
Collaborate with internal teams when additional assistance or escalation is needed to resolve customer issues
Contribute to initiatives aimed at improving stream quality and overall customer experience
How You'll Work.
Team & Collaboration
cross-functional coordination; Collaborate with internal teams when additional assistance or escalation is needed to resolve customer issues; bridge builder, establishing processes and relationships with teams outside your own; work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed; accountability; collaboration; fairness; Everyone wears the same jersey, and we play hard, make the extra pass, and cheer one another on
Communication Scope
clear, professional support; Excellent written communication skills and the ability to explain solutions clearly to customers; Communicate clearly and professionally with customers to understand issues and guide them toward resolution
Full Job Description
## Description PlayOn is seeking a Support Specialist to help schools and fans successfully stream live events using our platform. This role is responsible for assisting customers, managing support cases, and ensuring smooth and reliable experience for users of our streaming services. This role will be supporting our late shift from 3pm-12am, but all Support Specialists work across a variety of shifts to support live event coverage and customer needs throughout the day. This position is highly operational and customer focused. Support Specialists work within a queue-based environment, responding to cases submitted by schools and fans while maintaining clear documentation and communication throughout the support process. While the role involves supporting streaming-related products, the technical aspects are straightforward and can be taught. Success in this role comes from strong customer service skills, attention to detail, and the ability to manage multiple cases while providing clear, professional support. The Outcomes You’ll Deliver: • Customers receive timely, clear, and helpful support that resolves their issues efficiently. • Cases are documented accurately and consistently within the CRM system. • Support queues remain healthy and manageable during both normal and peak support periods. • Schools and fans experience reliable streams and positive interactions with the support team. • The Support Specialist contributes to identifying recurring issues and improving overall service quality. ## In this role, you can expect to Provide case-based support to schools and fans using our streaming platform. Receive cases through a round-robin system and proactively monitor queues to take additional cases as needed. Communicate clearly and professionally with customers to understand issues and guide them toward resolution. Document troubleshooting steps, outcomes, and relevant details within the CRM system. Flex between supporting schools,
Applying for this Support Specialist role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Lever
- Lever uses a streamlined one-page form — apply in under 5 minutes.
- LinkedIn import works well; review parsed data before submitting.
- The cover letter field is optional but visible to reviewers — use it to differentiate.
- Referral codes from employees can significantly boost visibility of your application.
ANONYMOUS · UNFILTERED
What do employees actually say about PlayOn?
Real rants from real employees. Read before you apply.