Support Specialist
Role:
Support Specialist
Location:
Remote, anywhere in the U.S.
Reports To:
Support Operations Manager
Type:
Full-Time
About the Team
Go4 is a sports safety and intelligence platform. We place credentialed Athletic Trainers at events and venues. Every shift produces structured data: a verified credential check, a venue specific emergency action plan, and a clinical record filed on site. More than 26,000 Athletic Trainers work through Go4, serving more than 5,000 schools, colleges, leagues, and facilities across all 50 states. We work remotely and bring the whole company together in person four times a year.
The coverage is the service and the record is the asset. Go4 is becoming the authoritative record of who provided medical coverage, where, and to what standard. That record is the data layer that makes credentialing, governance, and insurance underwriting possible at scale.
Our platform helps organizations hire Athletic Trainers, manage payments, generate Emergency Action Plans, document injuries through a HIPAA-compliant medical records system, and run safer events. All of that creates questions, and support is where they arrive.
About the Role
The Support Specialist is the front line of communication for both the Athletic Trainers and the organizations using Go4. You will investigate issues, answer questions, troubleshoot workflows, and coordinate across teams so that customers get timely and accurate answers.
At Go4, customer experience is a competitive advantage. Support here is not simply answering tickets. It is helping customers solve problems, building trust, and getting to a successful outcome, which sometimes means telling someone a thing they did not want to hear and keeping the relationship anyway.
Every day brings situations that are not in a playbook. The job rewards sound judgment, attention to detail, and a willingness to become genuinely expert on our product, our policies, and how the platform actually behaves.
In this role, you will:
- Manage customer inquiries via HubSpot through email, chat, phone, and other support channels..
- Investigate and resolve issues across job postings, Athletic Trainer applications and confirmations, payments and payouts, credential verification, reliability scores, cancellations and callouts, Emergency Action Plans, injury documentation and medical records, and account access.
- Maintain accurate documentation in support tickets and customer records, and meet the established service level agreements for response and resolution.
- Escalate appropriately while keeping ownership through to resolution. Handing a ticket to someone else is not the same as it being solved.
- Find root causes rather than treating symptoms, researching platform activity and customer history until you understand what actually happened.
- Apply company policy consistently while balancing customer experience, and communicate difficult decisions professionally and with empathy.
- Partner with Customer Experience, Partnerships, Product, Finance, and Operations, and assist with escalations and high-priority issues.
- Report recurring trends and customer feedback to the teams who can act on them, and identify opportunities to reduce support volume at the source.
- Maintain expertise on Go4 products, features, policies, and workflows, and stay current as new releases and operational changes land.
- Contribute to internal documentation, knowledge base articles, and customer education materials.
What the first year looks like:
We have already written the scorecard you would be reviewed against. It has four objectives, and they carry from this description into your 2027 performance review unchanged.
- Proficient and independent across the queue. The platform, the policies, and the workflows are known well enough to work the full range of ticket types without supervision.
- Service levels met consistently, with quality holding. Response and resolution targets are met without the answers getting thinner.
- Judgment on the hard tickets. Escalations, payment disputes, cancellations, and medical record questions are handled with sound decisions and clean documentation.
- The queue gets smaller at the source. Recurring issues are surfaced with evidence, documentation improves, and some tickets stop happening.
You might thrive in this role if you:
- Have 2 or more years in customer support, customer success, operations, or a related role.
- Have worked in a ticketing system such as HubSpot, Zendesk, Intercom, or Freshdesk, and know what good ticket hygiene looks like.
- Write exceptionally well. Most of this job is written, and the writing is the product.
- Are organized and detail-oriented, and can hold several priorities at once without dropping one quietly.
- Learn technical systems and workflows readily, and are comfortable digging into platform data to work out what happened.
- Investigate rather than guess. You find the root cause instead of addressing the symptom.
- Work independently and take ownership of an issue from start to finish.
- Stay calm under pressure and balance empathy with accountability.
- Use AI in your current work and can describe specific workflows. We run on Claude, including direct access to production data, and that leverage is part of how a small support function covers this surface area.
Also valuable:
- Experience supporting a marketplace, SaaS platform, healthcare technology, staffing platform, or another operations-heavy business.
- Experience with HubSpot specifically.
- Experience reviewing payments, financial transactions, or billing inquiries.
- Familiarity with process documentation and knowledge base management.
- Experience handling customer escalations.
About Go4
Go4’s purpose is to become the record of who provided medical coverage, where, and to what standard. Every athlete deserves a credentialed professional on site, and every organization deserves proof that one was there.
Go4 is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or other applicable legally protected characteristics. Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws.
We are committed to providing reasonable accommodations to applicants with disabilities. Requests can be made to our People Operations team at any point in the process.
Compensation
$55K to $70K plus equity
The base pay offered may vary depending on multiple individualized factors, including job-related knowledge, skills, and experience. In addition to the salary range listed above, total compensation includes equity participation, an annual performance bonus, and the following benefits.
- Medical, dental, and vision insurance for you and your family, with Go4 contributing 50% of premium cost.
- 401(k) retirement plan.
- Flexible, uncapped paid time off, plus ten paid company holidays.
- Fully remote, anywhere in the U.S., with core collaboration hours of 11:00 AM to 3:00 PM ET, and four company gatherings a year.
More details about our benefits are available to candidates during the hiring process. This role is at-will and Go4 reserves the right to modify base pay and other compensation components at any time based on individual performance, team or company results, or market conditions.
How to Apply
Complete the application form below.
Our process is four conversations. You will have a 30 minute screen with our CEO, an hour with our Head of Customer Experience, 45 minutes with the Customer Experience and Support teams you would work alongside, and a final 45 minutes with our Head of Customer Experience and COO together.
We send a short exercise 48 hours before the functional conversation. You will get three real support scenarios, lightly redacted, including one where the policy answer and the right answer are not obviously the same. We will ask for the reply you would send and a short note on how you worked it out.