Manager of Customer Support, WIN Reality
VR baseball & softball training
Job no longer available
VR baseball & softball training
21-100 employees
Job no longer available
21-100 employees
Company mission
To change how baseball and softball players across the world train to get better.
Role
Who you are
- 5+ years of experience in customer support for a SaaS product
- Demonstrated experience with providing high-touch customer support over phone, email, and live chat in SaaS or account/billing customer service
- Experience with Stripe and/or similar payment/billing platforms
- Exhibited analytical reasoning and critical thinking skills for account/billing
- The ability to learn new digital tools quickly
- Proven experience coordinating international contractors and managing remote teams effectively
- Willingness to engage with stakeholders in various time zones and as needed
- Passion for WIN’s mission of developing athletes and enabling customers to have a positive and impactful experience
- Familiarity with assessment, training products, and startups
- Experience playing and/or coaching baseball or softball is considered a significant asset
What the job involves
- WIN Reality has an exciting opportunity for a Customer Support Manager to join our WIN Customer Success Team
- Develop and implement customer support strategies to improve user satisfaction and drive adoption of WIN Reality
- Your responsibilities will span across the coordination of international contractors and management of support strategies and tools
- Collaborate with the marketing, product, and engagement teams to align customer support efforts with overall go-to-market strategies
- Identify opportunities for improving customer support processes by understanding regional-specific needs, competitive landscapes, and market data
- Build, review, and share metrics for measuring the efficiency and quality of customer support efforts
- Provide consistently high-quality customer experiences for all WIN customers
- File bugs, troubleshoot issues, and collaborate with the team to provide an excellent customer experience
- Advocate for our customers and work closely with your team and manager to find areas of improvement within our product and services
- Obsess over customer experience
Our take
After retiring as a professional baseball player, Chris O’Dowd launched WIN Reality with Dan O’Dowd to provide future generations of baseball and softball players with simulation-based training that prepares them for the real thing.
The VR-based training tool is a revolution in the space, providing access to more practice hours and a greater variation of pitches to prepare against. WIN's product is clearly effective - Major League Baseball players who used its technology increased their batting average by 19% - hence is used by the majority of MLB franchises. In addition, the company's tech can help prepare young players entering professional leagues, by bridging the pace gap between their training games and real games, which tend to run faster.
With strong funding at its back, WIN Reality has plans to expand operations, make hardware improvements like pixilation reduction, and develop new products. This will include a tailored product for children of all skill levels, that will help rectify the unequal access that children have to quality training.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Jun 2022
$45m
SERIES A
Total funding: $45m
Company benefits
- Health/Dental/Vision
- Generous Paid Time Off
- Retirement 401k Plan
- Company Holidays
- Unlimited Healthy Snacks and Drinks
- Beautiful Office Space With On-site Fitness Center
- Fun & Energetic Culture
Company HQ
Hidden Valley, Austin, TX
Leadership
Chris O'Dowd
(Co-Founder & CEO)Previously worked as a Professional Baseball Player for the San Diego Padres, Colorado Rockies, Atlanta Braves, and Chicago White Sox.
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