Customer Success Coordinator

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 Responsibilities

Account 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 priorities

Customer 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 types

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 priorities

Preferred 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 structure

What 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