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Customer Support Representative

🏢 Flosports · 📍 Waterloo, Ontario · 💼 hybrid · ⏰ FullTime
⚡ Direct Talent Broker Referral
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Position Summary & Responsibilities

FloSports is the leading digital platform for underserved sports, combining live and on-demand streaming, original programming, data, and technology to help sports grow their audiences and build sustainable businesses, from youth to professional levels. By bringing thousands of events and communities onto one platform, Flo creates scale where none previously existed, connecting passionate fans with the sports they love while giving athletes, organizers, and rights holders the tools to reach and engage a global audience.

 

Flo streams more than 50,000 live events annually across sports, including motorsports, wrestling, hockey, track & field, cheer, jiu-jitsu, NCAA Division II and III athletics, and more. We’re looking for people who are passionate about sports, embody accountability, collaboration, curiosity, positivity, grit, and excellence, and are motivated to help grow and elevate the communities we serve.

THE ROLE:

Everyone knows that Hockey is more than just a sport: it’s a way of life. Are you looking to join the world leader in providing hockey-related technologies and information services? If so, now is your chance to bring your obsession for hockey and your passion for technology together.

The role of the Customer Support Representative is the front-line resource supporting customer success. A key part of the role is ensuring the effective triage of all inbound client issues across product lines, resolving in real time, and escalating larger issues within the Customer Support team.

RESPONSIBILITIES:

  • Be the primary resource for answering inbound calls and triage to appropriate resolutions

  • Be the primary line of communication for incoming support tickets via phone, email, web

  • submissions and chat

  • Troubleshoot customer and partner issues and resolve in real time

  • Log customer support calls and emails in our customer support portal to track all customer

    issues

🎯 Candidate Preparation Guide For Flosports Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Evaluators strictly test your passion for live sports media and your ability to scale high-concurrency streaming infrastructure under tight deadlines.

📋 Preparation Priorities (Key Areas to Clarify):
  • 1. Expressing indifference toward working nights, weekends, or live event schedules
  • 2. Over-engineering simple features instead of prioritizing rapid time-to-market for live broadcast events
  • 3. Lack of experience with high-traffic, real-time web scaling issues
✨ Recommended Role Alignment Hook:

I build resilient video-delivery architectures that keep fans locked onto the live stream even when traffic spikes 500%.

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