Customer Support - athleteReg

Outside Interactive, Inc., the premier hub for active lifestyle enthusiasts, offers best-in-class content and experiences to more than 70 million of the world’s most passionate outdoor, wellness, and endurance enthusiasts every month. We inspire a broad and diverse audience to do the activities they love with greater enjoyment, inspiration, and knowledge and are dedicated to making real change in the outdoor and fitness industries.

We're looking for a Customer Success Representative II to join our Event Services team at Outside Interactive Inc, supporting customers across athleteReg and FinisherPix. This role is perfect for someone who thrives in a fast-paced, service-first environment and has experience delivering high-quality online and phone support.

You'll handle everything from frontline inquiries to more complex support needs, becoming an expert in our products and a trusted partner to our customers. You’ll also play a key role in cross-functional collaboration, onboarding support, and bringing customer insights back to the team to improve service and product quality. If you are passionate about helping others enjoy working independently while staying connected to a collaborative team and are energized by problem solving this role is a great fit.

What You’ll Do

• Serve as the primary touchpoint for customers and answering inbound questions and inquiries via Zendesk and phone support
• Deliver high-quality service by resolving issues promptly, focusing on first-touch/contact resolution to maintain customer satisfaction
• Build strong knowledge of our products and services through hands-on experience, training, collaboration, and self-guided learning to better support clients.
• Troubleshoot complex issues, reproduce bugs, and file comprehensive bug reports
• Take ownership of escalated tickets from Tier 1 agents and complex support requests such as funds pulls, bulk refunds, and transaction investigations while driving each issue to resolution through clear communication and strong follow-through.
• Build relationships with event directors and support their ongoing needs
• Maintain and update help center articles to reflect current processes and best practices
• Review onboarding agent tickets to ensure quality and provide feedback
• Track and identify recurring issues, recommending solutions and escalating trends to the product development team for root cause resolution.
• Collaborate with internal CS teams to troubleshoot cross-functional issues and advocate for support-related improvements
• Lead onboarding and training for new Tier 1 agents and new product launches to ensure team readiness and service quality

What You’ll Bring

• 2+ years of experience in customer support with a strong record of delivering exceptional service
• Hands-on experience with Zendesk, Google Suite, or similar customer service platforms
• Ability to navigate ambiguity and prioritize customer success in all interactions
• Adaptability and responsiveness in handling diverse customer questions and challenges
• Strong time management skills, a self-motivated work ethic, and a high level of energy
• Attention to detail with the ability to manage multiple priorities simultaneously
• First-hand knowledge of endurance athletic event registration, production, or volunteer coordination (preferred)

What We Offer:

Entirely remote jobs that could be performed in Colorado: Employees can expect to be paid an hourly rate of  between $21.63 to $24.00 per hour.  Additional compensation may include a bonus or commission . Additional benefits include health care, vision, dental, retirement, paid time off,  sick leave, and more.  This salary range is merely an estimate and may vary based on an applicant’s location, market data/ranges, an applicant’s skills and prior relevant experience, certain degrees and certifications, and other relevant factors