Remote Customer Support Representative Jobs in Kitchener Waterloo, ON

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:

We are seeking a customer-focused, tech-savvy, and bilingual (Canadian French/English) Customer Support Representative to join our dynamic team. In this role, you will serve as the first point of contact for customers, providing timely and professional support via phone and email. You will troubleshoot technical issues, guide partners on platform usage, and collaborate across departments to ensure a seamless customer experience. This position requires strong communication skills, flexibility with rotating shifts, and a passion for problem-solving in a fast-paced, sports-centric environment.

RESPONSIBILITIES

• Deliver timely, friendly, and professional support to customers via phone and email

• Troubleshoot and resolve customer and partner issues in real time

• Escalate bugs or technical issues to the Customer Support leadership team as needed

• Collaborate with internal departments to ensure accurate information and expectations are met for all events, partners, and customers.

• Guide partners in the use of admin tools, FloHockey software, and general platform features

• Test and troubleshoot various apps across multiple devices and OTT platforms to identify and diagnose issues

• Maintain and update customer accounts, including subscriptions and billing, following department policies

• Meet or exceed all assigned individual and team performance metrics

   

PROCESSES

• When requested, collaborate with the Team Lead and/or Customer Support Manager to:

• Escalate processes that may require updates or changes

• Document process modifications for future reference and training

• Recommend workflow improvements to enhance efficiency

• Suggest strategies to improve response times and overall customer experience

EXPECTATIONS

• Must be available for rotating shifts, including days, evenings, weekends, and holidays

• Shift times will vary based on operational needs and streaming schedules

• Ability to multitask and perform effectively in a fast-paced environment

• Attend weekly customer support team meetings

• Willingness to take on other duties as assigned

LANGUAGE PROFICIENCY

• Fluent in Canadian French (spoken, written, and reading)

• Skilled at adjusting tone and vocabulary to match various customer profiles, including both formal and informal communication styles

KNOWLEDGE, SKILLS AND ABILITIES

• Minimum of two years of customer service experience (preferred)

• Strong problem-solving skills with a proactive, solution-oriented mindset

• Excellent verbal and written communication skills

• Strong interpersonal skills and the ability to work effectively in a team

• Proficient with computers and comfortable using various technical tools

• Ability to thrive in a fast-paced, dynamic environment

• Flexibility to work a variety of shifts, including days, evenings, and weekends

BONUS POINTS

• Familiarity with WordPress or LeagueStat

• Experience using customer support (CS) or other ticketing systems (e.g., Zendesk, Freshdesk)

• Background in playing ice hockey or strong knowledge of the sport

OUR COMMITMENT TO DIVERSITY:

FloSports exists to elevate the communities, athletes, and sports that have too often been overlooked. That mission starts with our own team. We believe that a diverse, inclusive workplace—one where different perspectives are sought out, heard, and valued—is essential to building a company that can truly serve the full spectrum of sports fans.

We are committed to creating a fair and equitable environment where people from all backgrounds can thrive. To help mitigate bias and expand opportunity, FloSports uses a blind recruiting process that supports more objective, inclusive hiring decisions. We’re intentional in our practices because we believe the best ideas and innovations come from teams that reflect the diversity of the world around us.

OUR BENEFITS:

• Competitive employer paid benefits such as health, medical, vision, LTD, STD, AD&D, life insurance, and employee assistance program

• Free Employee Assistance Program

• RRSP, with company matching 3%

• 15 Vacation days to begin

• 4 Person Paid Emergency Days, 3 Personal Unpaid Emergency days

• 1 Birthday Paid day off

• FloFun social group creating a full calendar of team building and social events for all staff

• Stocked snack bar, fridge, and catered lunches weekly

• Annual equity awards for all top performers

• Company donation to youth teams and leagues that our employees coach

Compensation Range: CA$38K - CA$43K