What are the responsibilities and job description for the Customer Relations Coordinator position at Driveline Baseball?
About Driveline Baseball:
Driveline Baseball is the global leader in data-driven player development. We use biomechanics, technology, and sports science science to help baseball and softball players at every level — from little league to MLB — get better and stay healthy. We run three training facilities (Seattle, Phoenix, and Tampa) and an e-commerce business that ships training tools to players worldwide.
The Role:
The Customer Relations Coordinator owns the operational rhythm of our customer experience across both the training business and e-commerce. You'll work an incoming queue of tickets, calls, SMS, and internal pings — resolving issues end-to-end, documenting the answers so the team never has to re-learn them, and using AI tools daily to move faster than a traditional support team.
What You'll Do:
- Own the queue. Zoho Desk tickets, support phone calls, customer SMS, and internal Slack coordination. Inbox zero every day is the standard.
- Training customer support. Process training enrollments, new athlete onboarding, scheduling changes, billing changes, and ongoing support. Keep records clean across all systems needed to train athletes at the highest level.
- E-commerce customer support. Send invoices, resolve order issues, returns, and product questions across Shopify, Brightpearl, ShipStation, and ShipBob.
- AI-assisted workflows. Use our internal AI tooling to monitor output, view the queue across multiple systems, execute tasks, and further streamline repetitive work.
- Solve problems for good. Turn every question you have into documentation that the team never needs to re-answer. Build the operational cadences and performance standards that don't exist yet.
- Process improvement. Spot friction, remove it. Execute more tasks, more accurately, or remove the reasons tasks exist.
Who You Are:
- You attack unknowns. You get an unfamiliar ticket, find the answer, resolve it, document it, and move on. You don't wait for someone to tell you what to do.
- You thrive in volume and context-switching. Tickets, calls, SMS, and Slack hitting simultaneously doesn't rattle you. You triage and execute.
- You are fluent in sheets/excel and are actively use AI tools for real work and have opinions about which ones are good. If you aren't currently using AI daily, you're the kind of person who wants to and who'll learn fast.
- You set your own priorities. You don't need a manager to queue your day. You read the environment and attack the biggest thing.
- You write well. Clear, empathetic, concise. Under pressure.
- You earn trust through helpfulness. You'd rather be immediately useful than immediately important.
- You're honest about speed. Fast with intent, not fast-and-sloppy.
- 1–3 years in customer service, ops coordination, or admin roles at a place that cared about doing it well.
- Bonus: Zoho Desk, Shopify, Brightpearl, RingCentral, Acuity experience. Baseball/softball background is a plus but not required.
What We Offer:
- $50,000–$70,000 salary depending on experience and skill set
- Health, dental, vision
- 401(k) with match
- PTO paid holidays
How to Apply:
Submit your resume and a short cover note telling us:
1. A time you improved a process at a previous job — what was broken, what you did, what changed.
2. How you've used AI tools for work (name specific tools, specific use cases).
If your answer to #2 is "ChatGPT for writing emails," tell us more — we want to know how you think, not just what you've touched.
Thank you for your interest in working at Driveline Baseball!
Driveline Baseball is the global leader in data-driven player development. We use biomechanics, technology, and sports science science to help baseball and softball players at every level — from little league to MLB — get better and stay healthy. We run three training facilities (Seattle, Phoenix, and Tampa) and an e-commerce business that ships training tools to players worldwide.
The Role:
The Customer Relations Coordinator owns the operational rhythm of our customer experience across both the training business and e-commerce. You'll work an incoming queue of tickets, calls, SMS, and internal pings — resolving issues end-to-end, documenting the answers so the team never has to re-learn them, and using AI tools daily to move faster than a traditional support team.
What You'll Do:
- Own the queue. Zoho Desk tickets, support phone calls, customer SMS, and internal Slack coordination. Inbox zero every day is the standard.
- Training customer support. Process training enrollments, new athlete onboarding, scheduling changes, billing changes, and ongoing support. Keep records clean across all systems needed to train athletes at the highest level.
- E-commerce customer support. Send invoices, resolve order issues, returns, and product questions across Shopify, Brightpearl, ShipStation, and ShipBob.
- AI-assisted workflows. Use our internal AI tooling to monitor output, view the queue across multiple systems, execute tasks, and further streamline repetitive work.
- Solve problems for good. Turn every question you have into documentation that the team never needs to re-answer. Build the operational cadences and performance standards that don't exist yet.
- Process improvement. Spot friction, remove it. Execute more tasks, more accurately, or remove the reasons tasks exist.
Who You Are:
- You attack unknowns. You get an unfamiliar ticket, find the answer, resolve it, document it, and move on. You don't wait for someone to tell you what to do.
- You thrive in volume and context-switching. Tickets, calls, SMS, and Slack hitting simultaneously doesn't rattle you. You triage and execute.
- You are fluent in sheets/excel and are actively use AI tools for real work and have opinions about which ones are good. If you aren't currently using AI daily, you're the kind of person who wants to and who'll learn fast.
- You set your own priorities. You don't need a manager to queue your day. You read the environment and attack the biggest thing.
- You write well. Clear, empathetic, concise. Under pressure.
- You earn trust through helpfulness. You'd rather be immediately useful than immediately important.
- You're honest about speed. Fast with intent, not fast-and-sloppy.
- 1–3 years in customer service, ops coordination, or admin roles at a place that cared about doing it well.
- Bonus: Zoho Desk, Shopify, Brightpearl, RingCentral, Acuity experience. Baseball/softball background is a plus but not required.
What We Offer:
- $50,000–$70,000 salary depending on experience and skill set
- Health, dental, vision
- 401(k) with match
- PTO paid holidays
How to Apply:
Submit your resume and a short cover note telling us:
1. A time you improved a process at a previous job — what was broken, what you did, what changed.
2. How you've used AI tools for work (name specific tools, specific use cases).
If your answer to #2 is "ChatGPT for writing emails," tell us more — we want to know how you think, not just what you've touched.
Thank you for your interest in working at Driveline Baseball!
Salary : $50 - $70