Customer Service Team Lead

Trackman • Full-time • East Santo Domingo, 40, DO • 2w ago

As the Diamond Sports (Baseball & Softball) Customer Service Team Lead, you will oversee the daily operations of our customer service team supporting Trackman’s Diamond Sports customers. You’ll play a key role in creating a structured, collaborative, and high-performing environment, ensuring the team consistently delivers excellent support across phone, email, and chat.

Since you will report directly to a director based in Denmark, the role requires strong personal structure, clear communication, and the ability to work independently while staying closely aligned with leadership abroad. Collaboration – both locally and internationally – is essential.

Key Responsibilities

Leadership & Customer Service:

Lead, coach, and motivate the Diamond Sports customer service specialists to deliver consistent, high-quality support.

Build a positive team culture based on trust, accountability, and collaboration.

Monitor team interactions to ensure service quality and adherence to internal standards.

Support your team with escalated or complex customer cases, ensuring timely and effective resolutions.

Operational Management & Improvement:

Handle customer inquiries yourself, demonstrate best practices through your interactions.

Maintain strong team structure through clear processes, prioritization, and daily operational oversight.

Organize and run regular team meetings, coaching sessions, and training activities to develop skills and product knowledge.

Collaboration:

Communicate proactively with your manager in Denmark, providing clear updates, feedback, and suggestions on team needs and performance.

Ensure accurate documentation of team actions, escalations, and processes in the support system.

Work Environment & Scheduling

Trackman Diamond Sports Customer Service operates 365 days a year, supporting customers across global time zones. Therefore:

The Lead role requires flexible scheduling, including occasional weekends and holidays.

Working hours rotate within extended opening hours of 06:00–18:00 (potentially until 20:00).

All schedules fully comply with local labor regulations regarding hours, rest periods, and days off.

You will support planning and maintaining a fair shift rotation for the team.

Requirements

Education & Experience:

Proven experience in customer service leadership or team management, ideally within technology, sports tech, or related fields.

Bachelor’s degree in a relevant discipline is preferred, but strong professional experience may substitute.

Skills & Competencies:

Strong leadership and coaching abilities with a collaborative mindset.

Excellent organizational skills with the ability to maintain structure and oversee daily operations independently.

Clear and confident communication skills.

Familiarity with sports technology, especially baseball and softball, is an advantage.

Calm, solutions-oriented approach when supporting your team with escalations.

Technical Proficiency:

Proficiency with ticketing systems such as Zendesk.

Knowledge of Linux and general computer systems; networking understanding is a plus.

Strong proficiency in Microsoft Office and collaboration tools.

Join the home of a powerful sports brand and a one-of-a-kind technology

Our proprietary technology is based on expert knowledge about radar, computer vision, data, and software engineering. Our solutions are developed by specialists who endlessly explore and challenge new technical boundaries. Trackman’s blend of cutting-edge technology, sports, and continued growth make our company an outstanding place to work. Our work culture is entrepreneurial, ambitious, and rewarding as you get to collaborate with inspiring colleagues and interact with the leaders of golf, baseball, and football. Based on a unique brand reputation, we are proud to work in close partnership with the top athletes, organizations, and teams that rely on our technology to stay ahead of the race. We are a Danish company founded, owned, and managed since 2003 by three entrepreneurs with a strong passion for sports. Today, we have a global footprint with our headquarters located in Denmark (Hørsholm) and offices in New York, Phoenix, Seoul, and Tokyo. We employ over 750 people worldwide, half of which work in Denmark, where most hardware and software products are developed, tested, and manufactured.

Where innovation happens

At Trackman, we know that great people make great products. We believe that teams thrive, and innovation sparks in an atmosphere where people are encouraged to think for themselves, where everybody’s voices are heard, and where the best ideas prevail in the pursuit of exceptional solutions. This mix makes Trackman an inspiring company – for our customers and colleagues.

Share our Passion!

Applications are continuously assessed, so please send your application as soon as possible. If you got what it takes, apply today and join a company with great technologies, passionate colleagues, and great opportunities to grow