Customer Support Analyst, Bilingual

FloSports leads the way in delivering world-class digital streaming for millions of fans, families, and athletes in underserved sports. Our digital platform unites casual and dedicated spectators alike, offering thrilling live events from around the world with interactive features, real-time analytics, and powerful broadcast technology. As the essential destination for niche sports content, we deliver everything from breaking news and expert commentary to feature films, documentaries, and multi-episodic series. We've revolutionized the global sports media industry by building a diverse team—technologists and wrestlers, creators and cheerleading experts, designers and hockey enthusiasts, communicators and motorsport fanatics, producers and sports fans—all united by our passion to serve underrepresented sports communities. We're creating the ultimate destination for our sports, and we're looking for people like you to join us

THE ROLE:

We are seeking a customer-focused, tech-savvy, and bilingual (Canadian French/English) Customer Support Representative to join our dynamic team. In this role, you will serve as the first point of contact for customers, providing timely and professional support via phone and email. You will troubleshoot technical issues, guide partners on platform usage, and collaborate across departments to ensure a seamless customer experience. This position requires strong communication skills, flexibility with rotating shifts, and a passion for problem-solving in a fast-paced, sports-centric environment.

RESPONSIBILITIES

• Deliver timely, friendly, and professional support to customers via phone and email

• Troubleshoot and resolve customer and partner issues in real time

• Escalate bugs or technical issues to the Customer Support leadership team as needed

• Collaborate with internal departments to ensure accurate information and expectations are met for all events, partners, and customers.

• Guide partners in the use of admin tools, FloHockey software, and general platform features

• Test and troubleshoot various apps across multiple devices and OTT platforms to identify and diagnose issues

• Maintain and update customer accounts, including subscriptions and billing, following department policies

• Meet or exceed all assigned individual and team performance metrics

PROCESSES

When requested, collaborate with the Team Lead and/or Customer Support Manager to:

• Escalate processes that may require updates or changes

• Document process modifications for future reference and training

• Recommend workflow improvements to enhance efficiency

• Suggest strategies to improve response times and overall customer experience

EXPECTATIONS

• Must be available for rotating shifts, including days, evenings, weekends, and holidays

• Shift times will vary based on operational needs and streaming schedules

• Ability to multitask and perform effectively in a fast-paced environment

• Attend weekly customer support team meetings

• Willingness to take on other duties as assigned

LANGUAGE PROFICIENCY

• Fluent in Canadian French (spoken, written, and reading)

• Skilled at adjusting tone and vocabulary to match various customer profiles, including both formal and informal communication styles

KNOWLEDGE, SKILLS AND ABILITIES

• Minimum of two years of customer service experience (preferred)

• Strong problem-solving skills with a proactive, solution-oriented mindset

• Excellent verbal and written communication skills

• Strong interpersonal skills and the ability to work effectively in a team

• Proficient with computers and comfortable using various technical tools

• Ability to thrive in a fast-paced, dynamic environment

• Flexibility to work a variety of shifts, including days, evenings, and weekends

BONUS POINTS

• Familiarity with WordPress or LeagueStat

• Experience using customer support (CS) or other ticketing systems (e.g., Zendesk, Freshdesk)

• Background in playing ice hockey or strong knowledge of the sport

OUR COMMITMENT TO DIVERSITY:

FloSports 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.

We 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.

OUR BENEFITS:

• 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

• 5 Person Paid Emergency Days, 5 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