Customer Support Representative (Hockey Streaming)

Location: Hybrid in Waterloo, Ontario, Canada. Rotating shifts include evenings and weekends based on streaming schedules.

Estimated base salary: CA$39,000–CA$42,000 per year.

Company

hirify.global is a digital sports platform providing live and on-demand streaming, original programming, data, and technology for underserved sports communities.

What you will do

• Answer inbound calls, emails, web submissions, chat messages, and support tickets, resolving issues or triaging them to the appropriate team.
• Troubleshoot customer and partner issues in real time, document support interactions, follow up on unresolved tickets, and escalate product bugs.
• Guide partners on admin tools, platform usage, syndication, League and Team Admin functions, and event information.
• Support HockeyTV and hirify.global apps, OTT applications, team mobile Buzzer Apps, Leaguestat, Statview Feed, Module Kit, and HockeyTech APIs across various devices.
• Assist partners with WordPress pages, posts, and other website content.
• Recommend workflow and process improvements that increase efficiency, response speed, and customer experience.

Requirements

• Previous customer service experience and advanced problem-solving skills.
• Strong technical and computer skills.
• Excellent communication and interpersonal skills.
• Proficiency in verbal and written English is essential.
• Familiarity with or experience playing ice hockey.
• Availability to work rotating daytime, evening, and weekend shifts.

Nice to have

• WordPress experience.
• Salesforce experience.

Culture & Benefits

• Employer-paid health, medical, vision, disability, life insurance, and employee assistance benefits.
• RRSP with 3% company matching.
• 15 vacation days, a paid birthday day, and additional emergency days.
• Team-building and social events through the FloFun group.
• Weekly catered lunches, stocked snacks, annual equity awards for top performers, and donations to youth teams and leagues coached by employees.
• Commitment to a diverse and inclusive workplace supported by blind recruiting practices.