Match Day Management Support Specialist

Summary

Join Kitman Labs as a Match Day Management and Support Specialist, providing essential support to MLS league and club users during games and critical events. This role involves monitoring system performance, troubleshooting issues, and acting as the primary league contact during on-call hours. You will be responsible for maintaining clear communication with stakeholders, understanding club account configurations, and documenting support issues. The ideal candidate possesses strong technical troubleshooting skills, excellent communication abilities, and a deep understanding of soccer operations.

Requirements

• Working knowledge of soccer and the rules of the game
• Exceptional communication and interpersonal abilities
• Proven technical troubleshooting and problem-solving skills
• Strong client relationship management and coordination capabilities
• Familiarity with league and club operational workflows
• Capability to perform independently, efficiently, and effectively under pressure

Responsibilities

• Actively monitor system performance during soccer matches and other high-importance events
• Promptly respond to, troubleshoot, and triage incoming support requests via designated communication channels
• Escalate advanced technical issues clearly and accurately to specialized technical teams (e.g., APS)
• Provide critical weekend and off-hours support during tournaments, registration windows, and new feature rollouts
• Act as the primary league contact during on-call hours, including evenings and weekends
• Develop comprehensive knowledge of soccer league structures, stakeholders, operations, and workflows
• Proactively communicate system statuses, updates, and issue resolutions to internal and external stakeholders
• Maintain clear, timely, and effective communication practices
• Serve as secondary support and account management resource for soccer clubs
• Understand individual club account configurations and requirements
• Maintain current knowledge of key club contacts and organizational structures
• Accurately log, document, and track support issues, troubleshooting actions, and resolutions
• Identify recurring issues, contribute proactively to the knowledge base, and support documentation development
• Advocate for and facilitate improvements to reporting procedures
• Cultivate a thorough understanding of technical architectures, data workflows, and soccer league-specific configurations
• Assist in product testing, configuration verification, and providing constructive feedback
• Actively participate in project updates, team meetings, and training
• Create, update, and maintain accessible and detailed documentation to promote team-wide knowledge sharing

Benefits

• Competitive salary
• Meaningful equity
• We Partner with Trinet to provide a full range of benefits including health, vision, dental, life cover, income protection & 401k assistance
• Wellness Perk