Customer Success Coordinator

Job Description

Description:Position Summary

We are seeking a dedicated Customer Success Coordinator to serve as the primary liaison between RegattaCentral and our rowing community clients and users. This role combines account management, customer support, and rowing industry knowledge to ensure seamless regatta registration experiences for athletes, coaches, club administrators, and event organizers across the sport. Although preference is a candidate located in the Columbus, Ohio metropolitan area, we are willing to consider applicants who seek a remote position.

Reports to: Account Director

Location: Hybrid (Local to Columbus Metropolitan Area) or Remote

Job Type: Full Time Position

Key ResponsibilitiesAccount Management

Manage portfolio of rowing club and regatta accounts, serving as their primary point of contact

Conduct onboarding sessions for new clubs and organizations joining the RegattaCentral platform. Organize and lead client webinars, training sessions, and meetings

Maintain deep understanding of rowing competition formats, rules, and seasonal patterns

Build and maintain strong relationships with rowing club administrators, and regatta organizers.

Continuously engage with key stakeholders to align the platform with their evolving needs.

Gather and document client feedback for product development and enhancement prioritiesCustomer Support & Technical Assistance

Provide expert-level support for registration platform functionality, troubleshooting technical issues

Guide administrators through regatta setup processes, including entry requirements, fee structures, and configuration settings

Assist athletes and parents with registration processes, payment issues, and account management

Resolve billing inquiries, refund requests, and payment processing problems

Create and maintain comprehensive knowledge base articles and help documentation

Escalate complex technical issues to the Customer Service Team Lead and/or Development Team while maintaining client communication on expected resolution times and outcomes

Process Improvement & Documentation: Create training materials and best practice guides for different user typesRequirements:Required Qualifications

Bachelor's degree in Business, Communications, Sports Management, or related field

Excellent written and verbal communication skills with ability to explain technical concepts clearly

Detail-oriented with strong organizational and time management abilities

Problem-solving mindset with the ability to work independently and manage multiple prioritiesPreferred Qualifications

1-2 years of customer service or account management experience, preferably in a SaaS (Software as a Service) environment

experience in CRM systems, help desk software, and data analysis tools (JIRA, Confluence, etc)

Previous experience with rowing event management or regatta organization and/or club administration

Experience with SaaS platforms, particularly in sports or event management sectors

Knowledge of payment processing systems and billing procedures

Technical aptitude for learning new software platforms quickly

Strong background in competitive rowing as an athlete, coach, official, or administrator

Familiarity with National Governing Body (USRowing, Rowing Canada Aviron, etc.) rules, classifications, and competitive structureWhat We Offer

Competitive salary with performance-based incentives

Comprehensive health, dental, and vision insurance

Growth opportunities

Flexible work arrangements with remote work options

Collaborative team environment with direct impact on product development

Full-time

Hybrid remote