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Customer Success Coordinator, Reference Sites

S

Sports Reference

Customer Success Coordinator, Reference Sites

National
Full Time
Paid
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  • Responsibilities

    Job Summary

    We are looking for a Customer Success Coordinator to lead customer service efforts for our Reference sites. Sports Reference currently serves a still-growing 17.5m monthly users through our Reference sites and our SaaS product, Stathead.com.  Are you ready to use your love for Sports Reference and sports to help others find the answers they're looking for? 

    Our sites are used worldwide every day by professionals and non-professionals alike.  They are: Baseball-Reference.com, Basketball-Reference.com, Pro-Football-Reference.com, Hockey-Reference.com, SR/College Football, SR/College Basketball, FBref.com (soccer reference), and Stathead.com.

    To Apply

    Please visit our jobs website at https://sports-reference-llc.breezy.hr/ and submit your resume and a cover letter for this position.  We will begin the phone interview process the week of November 1st.  We have provided a general outline of our interview process here: https://www.sports-reference.com/job-interview-process.html 

    Our Purpose and Values

    We will be the trusted source of information and tools that inspire and empower users to enjoy, understand, and share the sports they love.

    We value:

    • Respect for our users, the athletes we cover, and our team;
    • Craftsmanship in building tools and products
    • Reliable tools and services that meet our users' needs every day; and
    • Data democratization. We publish many data sets for emerging and underserved sports.  For instance, the New York Times covered our recognition of the Negro Leagues as major leagues in the summer of 2021.

    To meet these expectations, we encourage team members to participate in company discussions and share new ideas, features or potential solutions to problems.

    Background

    Our team is looking for a Customer Success Coordinator to engage with and answer questions from our user base. These questions typically relate to sports statistics and history and the Customer Success Coordinator will be responsible for fielding these questions via email and phone conversations. Additionally this person will work closely with our engineering Support Coordinator to direct relevant bugs and updates to our development team. 

    The ideal candidate has a deep knowledge of sports, the Sports Reference sites and experience with offering top-tier customer service. We are looking for a passionate individual to join our customer success team with strong written communication skills. 

    Goals and Tasks for Your First Year (In rough order of importance)

    Must-Reach Goals and Tasks

    • Respond to approximately 30+ daily user inquiries, requests and issues using our customer service tools. This role will be mainly responsible for handling customer service inquiries relating to the Reference sites (baseball-reference.com, basketball-reference.com, hockey-reference.com, pro-football-reference.com, etc.)
    • Raise issues to the engineering team as needed and coordinate with the engineering Support Coordinator.
    • Respond to phone calls or voicemail as needed.
    • Keep track of customer requests and recommendations for site improvements. Escalate these when appropriate.
    • Contribute to daily email newsletters in collaboration with the marketing team. This is daily, brief work that includes weekends.

     

    Nice-to-Reach Goals and Tasks

    • Coordinate with the social media team to ensure customer service requests sent via social media are handled appropriately.
    • Collaborate with Customer Success Manager, Stathead to assist with questions regarding our subscription service, Stathead.

     

    Expectations

    • Complete projects related to company objectives as time and skills allow.
    • Continue your ongoing professional development, which we will support.
    • Look for ways to improve our existing practices so that customer success and service remains a strength and advantage for Sports Reference.

    Qualifications and Skills

    A qualified candidate will satisfy the following:

    • Evidence that you are capable of meeting many of the goals listed above.  
    • Knowledge of the Sports Reference sites and/or experience working in a customer service role, specifically via email or phone. 
    • This position will have no direct reports.
    • Have a history of getting things done (and done well).
    • If you don't think your application will have evidence that you can meet all of the "nice-to-reach goals and tasks" above but still are interested in the job and otherwise qualify, please apply. Nobody checks every box—we're looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

    Salary

    Salary range starting at $42,000 for candidates with more junior experience. We are a remote-first company and determine our pay range for this position based on the market rates for Philadelphia, our home base.  The salary offered will be based on your experience and skill level.

    Annual bonuses are variable and are tied to a percentage of the company's end of year profits and the employee's time worked and salary earned during the year.  In the last three years, they have averaged 15% of annual salary.

    Benefits

    Even though we are a small company, Sports Reference has a generous benefits package.

    • THE TOTAL VALUE OF OUR BENEFITS PACKAGE IS UP TO $30,000.
    • We cover full health and dental insurance costs for full-time employees and their dependent children. We cover 70%-80% of plans for an entire family.
    • We have a Simple IRA retirement plan with Edward Jones and match up to 3% of your annual salary.  We are converting to a 401k in January of 2022.
    • We pay all premiums for company-sponsored life and long-term disability insurance for all employees.  
    • We provide up to $7,000/year in continuing education benefits.
    • Even if you live in or near Philly, you have the option to work remotely as much as you choose.  We generally work a standard workday, but with flexibility to flex hours within that framework. 
    • Any parent welcoming a new child to their family is entitled to 13 weeks of fully paid leave, and up to an additional 26 weeks at half-time.
    • Employees begin with 18 days vacation per year and an additional 7 paid company holidays and accrue sick leave at the rate of one day per month.
    • We will generally buy you whatever equipment will make you the most productive.
    • We typically will pay for reasonable moving-related expenses related to your acceptance of a position with Sports Reference. Please ask if you have any questions related to this benefit.
    • We provide a $50/month remote work stipend to cover the cost of internet access and incidental expenses.

    Other Information

    • Sports Reference's first site was launched in 2000.  We have bootstrapped ourselves to 21 full-time employees and have no venture capital backing.
    • We are willing to provide accommodations for candidates for whom the timing or structure of our interview process may be challenging.   This may include early morning or evening interview times or provide payment to cover child care expenses if needed.  If you are applying for a role where verbal communication is not a significant requirement, we may consider an alternative form of interview as is reasonably possible and suitable.  Similarly if an extended period of internet connectivity is a challenge, we may consider an alternate form of interview.  If we invite you to interview, please let us know of any possibly necessary accommodations.
    • Our typical interview process is described at https://www.sports-reference.com/job-interview-process.html 
    • Sports Reference is a remote-first company.  Sports Reference is located in Philadelphia and non-Philadelphia candidates will be considered on an equal footing to those who are local.  Presently, all Sports Reference employees are working remotely at least some of the time.  We have re-opened our office, but well over half of our team is full-time remote and those in Philly are in the office on days of their choosing.
    • This is a full-time position.
    • Employment at Sports Reference LLC is at-will and this position is an at-will appointment.
    • Applicants are preferred to have a legal right to work in the United States. Please let us know in your application if you do not have the right to work in the United States. We'd have to look carefully at those cases as we have never hired a non-US-based employee.
    • We are a corporate sponsor of Women in Sports and Tech.
    • 100% of our merchandise sales support youth sports.
    • We have six positions open at this time. Please see our jobs page for more info: https://sports-reference-llc.breezy.hr/

    Sports Reference is a growing company, and your work will be highly visible and have a definite and immediate impact (Read about us in the New York Times and The Athletic ($)). We reach over 17.5 million users each month and served over 1.3 billion pages in 2020.

    SPORTS REFERENCE LLC DOES NOT DISCRIMINATE IN EMPLOYMENT DECISIONS ON THE BASIS OF RACE, COLOR, NATIONAL ORIGIN, GENDER, SEXUAL ORIENTATION, RELIGION, MILITARY SERVICE ELIGIBILITY, VETERAN STATUS, MARITAL STATUS, DISABILITY, MEMBERSHIP IN ANY OTHER PROTECTED CLASSES, OR ON THE BASIS OF SPORTS FRANCHISE PREFERENCES.