Fan Support Specialist, Temp

Описание вакансии

The World Surf League (WSL) is dedicated to celebrating the world's best surfing on the world's best waves through a variety of best-in-class audience platforms. Since 1976, the WSL has championed global surfing excellence by hosting events across the Men's and Women's Championship Tours, Qualifying Series, and Junior and Longboard Championships. Headquartered in Playa Del Rey, CA, the WSL is a truly global sports and media company with regional offices in Australia, Africa, North America, South America, and Europe.

We are currently seeking a part-time, temporary, Fan Support Specialist to join our Digital Team for an eight-week engagement. This role is ideal for a college student or graduate student who lives and breathes professional surfing and wants to gain real-world experience supporting fans of two of the WSL's most exciting digital products: WSL Fantasy Surfing and the WSL Bracket Challenge. You'll be on the front lines of the fan experience, helping players understand game mechanics, troubleshoot issues, and get the most out of their gameplay. This role is a hybrid role based out of our Los Angeles HQ.

Responsibilities include (but not limited to):

• Serve as a primary point of contact for fans experiencing questions or issues with WSL Fantasy Surfing and the WSL Bracket Challenge across digital support channels.
• Triage and respond to inbound fan inquiries with accuracy, empathy, and a timely turnaround.
• Develop a deep working knowledge of both games, including rules, scoring systems, and common gameplay scenarios.
• Document recurring issues and fan feedback, and surface patterns to the product team to help improve the player experience.
• Assist in drafting support content such as FAQs, help articles, and response templates using Google Workspace tools.
• Leverage AI tools (e.g., Claude, Gemini) to help draft, refine, and scale support communications where appropriate.

Qualifications:

• Current undergraduate or graduate student at an accredited university.
• Demonstrated familiarity with WSL Fantasy Surfing, including a working knowledge of game rules, scoring, and Championship Tour events.
• Tech-savvy with strong proficiency in Google Workspace applications (Gmail, Docs, Sheets, Drive).
• Clear and professional written communication skills, with the ability to explain game mechanics to fans of all experience levels.
• Strong problem-solving skills and the ability to work independently with minimal supervision.
• Availability to work part-time hours for the full eight-week engagement.
• Ability to occasionally work on-site at WSL headquarters in Playa Del Rey, CA. While much of this role can be performed remotely, we prefer candidates who are local to the greater Los Angeles area and available to come into the office on a periodic basis.

Preferred Qualifications:

• Active participation in WSL Fantasy Surfing and/or the WSL Bracket Challenge as a player.
• Experience with prompt engineering on large language models such as Claude or Gemini.
• Prior customer service, community management, or help desk experience.
• Familiarity with ticketing or support platforms (e.g., Zendesk, Intercom, or similar).
• Coursework or demonstrated interest in sports management, communications, or digital media.
• Passion for professional surfing and the broader WSL competitive ecosystem.

Personal Attributes:

• Integrity and honesty above all.
• Genuine enthusiasm for professional surfing and the WSL's mission.
• Patience and empathy when engaging with frustrated or confused fans.
• Exceptional attention to detail, especially when explaining complex game rules.
• Strong work ethic; no task is too small in service of the fan experience.
• Collaborative and team-oriented, with a willingness to receive and act on feedback.
• Intellectual curiosity and a drive to continuously improve.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

Hourly Range: $18.00/hr