Customer Support Specialist

We believe an athletic director's job is one of the most critical in a community: to shape the lives and experiences of student-athletes. But as we listened, we learned that with dwindling budgets and growing responsibilities, they’ve had no choice but to spend more time managing logistics than leading their teams and programs. After countless conversations, we gained a deep understanding of their challenges, from handling transactions to managing schedules and tracking results.

This insight was the catalyst for Bound. We created an all-in-one platform to give ADs back their time. With our OneSchedule Technology at its core, our platform integrates essential tools like Activity Registration, Tickets and Passes, and 20+ additional solutions. Today, Bound empowers schools across the country to manage every aspect of their athletics and activities, all within a single, unified solution.

We're not just a software company; we are a team made up of former athletic directors, administrators, coaches, parents, and fans. We all share one core belief: in the power of youth sports and activities to positively impact communities and the people who live in them.

As a Customer Support Specialist at Bound, you are the human side of our support experience. While AI handles a lot of our support questions, you step in where it matters most: resolving complex problems, navigating sensitive situations, and delivering the kind of thoughtful, relationship-aware support that only a human can provide.

• →Handle escalated and complex support conversations that require human judgment, including troubleshooting, problem resolution, and sensitive customer situations.
• →Diagnose and resolve product issues that go beyond standard troubleshooting, coordinating with internal teams when needed.
• →Provide empathetic, context-aware support via Intercom Chat, Email, and Phone, picking up where AI leaves off with full awareness of the customer's history and sentiment.
• →Partner with Account Managers to align support interactions with account strategy, flagging risks and sharing insights from customer conversations.
• →Own complex, multi-step support cases from start to resolution, keeping customers informed throughout.
• →Identify patterns in escalated issues and surface them to the team to improve AI deflection, documentation, or product fixes

• Strong written and verbal communication skills with a warm, professional tone, especially under pressure.
• Genuine empathy and patience when working with frustrated or non-technical users.
• Strong problem-solving skills with the ability to diagnose issues, think through edge cases, and find creative resolutions.
• Comfort troubleshooting software issues and guiding users through step-by-step solutions.
• Ability to manage complex, multi-touch support cases while maintaining quality and attention to detail.
• Good judgment about when to resolve independently vs. when to escalate or loop in other teams.
• Comfort learning new tools and adapting to evolving processes.

• 1+ years of experience in customer support, helpdesk, or a similar customer-facing role, ideally handling escalated or complex cases.
• Experience using support platforms such as Intercom, Zendesk, or similar tools.
• Familiarity with SaaS products or ed-tech platforms.
• Background in K–12 school administration, athletics, or activities.
• Experience with CRM systems such as HubSpot.
• Comfort working alongside AI support tools and understanding where human support adds the most value.

• A natural helper who finds satisfaction in solving problems for others.
• An active listener who reads between the lines to understand what a customer truly needs.
• Resilient and positive. You stay steady through busy days and approach every interaction with care.
• A team player who shares what you learn and contributes to making the whole team better.

Bound does not operate on a traditional “routine” workweek. When work needs to be done, we collaborate to get it done — whether that’s in the morning, afternoon, evening, or occasionally on weekends.

At the same time, Bound supports flexibility for personal needs, family events, appointments, and time to recharge. Employees are trusted to manage their schedules while meeting deadlines and delivering high‑quality work.

Bound supports remote and hybrid work. Some roles may require on‑site presence depending on team needs and responsibilities. Location expectations for this role: On-site (Ames, IA) / Hybrid

• Prolonged periods of sitting and working on a computer.
• Ability to travel occasionally as needed.