Company Overview
With its headquarters in Singapore and strategically placed offices across the United States, Turkey, Japan, and Malaysia, Rapsodo represents more than just sports technology and data analytics. It stands as the clear front-runner in providing affordable, professional-grade technology for athletes aiming to enhance their performance.
The company currently collaborates with partners such as The PGA of America, Golf Digest, Troon, various Major League Baseball teams, USA Baseball, and over 1,000 NCAA athletic departments.
Become a part of Team Rapsodo as we challenge limits and unveil endless potential, one data point and one heartwarming success story at a time. Powered by Athletes who get it, and Engineers who can do it.
Role Purpose
Rapsodo is seeking a driven, detail-oriented Product Support Specialist (Diamond Sports & Golf) to support our North America customers across our Diamond Sports and Golf product lines. Based in St. Louis, MO, where you will serve as the front line for U.S. and Canadian coaches, athletes, and everyday users—delivering responsive, thoughtful, and high-quality support that reflects our commitment to excellence.
This is not a transactional support role. We are looking for someone who is curious, self-driven, and technically inclined—someone who can think critically, troubleshoot effectively, and take full ownership of problems through to resolution. You should be comfortable working independently, navigating ambiguity, and operating with urgency and care.
This in-person role spans both team-based and consumer audiences, requiring a balance of empathy, technical troubleshooting, proactive communication, and operational rigor.
Key Responsibilities
Serve as the primary point of contact for customer support across Diamond Sports and Golf products
Respond to and manage inbound support cases across email, phone, chat, and ticketing systems
Troubleshoot hardware, software, and connectivity issues across Rapsodo products
Own customer issues end-to-end, including problem definition, resolution, and high-quality escalation when required
Prioritize, manage, and close tickets within defined service levels using platforms such as Salesforce and Zendesk
Collaborate cross-functionally with Engineering, Product, and Sales to resolve issues efficiently
Route sales-related inquiries to the appropriate account managers where relevant
Identify recurring issues and contribute to reducing support volume through documentation, feedback loops, and process improvements
Contribute to internal knowledge bases and continuously improve support workflows
Working hours are 11:00 a.m. – 8:00 p.m. CT Tuesday-Saturday
Requirements
Role Qualifications
Bachelor’s degree required
Minimum 2 years of experience in a customer support or service role, preferably in a technology or consumer product environment
Background in Engineering or Computer Science is strongly preferred
Strong written and verbal communication skills
Proven problem-solving ability with a structured, analytical approach
Demonstrated ability to remain calm under pressure and effectively handle challenging customer interactions
Experience with support platforms such as Zendesk
Familiarity with CRM systems (Salesforce preferred) and ticketing tools
Highly organized, with the ability to manage multiple priorities effectively
Comfortable working both independently and collaboratively across teams
Strong sense of accountability, empathy, and a customer-first mindset
Self-driven with the ability to take initiative and ownership without constant direction
Curiosity and a strong desire to understand how things work
Passion for sports, especially baseball, softball, or golf, is highly valued
Success Metrics
Timely, high-quality responses and resolutions across support channels
Strong customer satisfaction through clear, effective communication
High ownership and accountability in resolving issues
Clear, structured escalation that enables faster…