About Gladiator Tennis
Gladiator Tennis is on a mission to spread the joy, competitiveness, and community of tennis across the country. With our next-generation digital platform, rapidly expanding player base, and local leagues operating across multiple U.S. markets, we're building a professionally managed, community-driven tennis experience that players love.
Role Overview
Gladiator Tennis is expanding into new markets and the Customer Support & League Operations Specialist is the backbone of our player experience. You'll be the primary point of contact for players and prospects across all communication channels, helping them navigate everything from purchasing decisions to understanding league rules. Beyond support, you'll play a hands-on role in league operations—organizing play, co-hosting local events, and ensuring players get the gear and recognition they deserve.
This role reports directly to the COO and collaborates with all members of the Gladiator team.
Compensation
Salary role, $55,000 - $70,000 annually
Benefits include health insurance, 401(k) with employer match, flexible unlimited PTO, and 6 paid holidays.
What You'll Do
1. Customer Support
- Serve as the primary point of contact for all player inquiries via email, chat, phone, and text
- Guide prospects through their journey to becoming players—from initial inquiries about leagues and formats through registration and checkout
- Make judgment calls on rule interpretations and player disputes
- Continue enhancing our Customer Support tools and processes
2. League Operations
- Help organize and coordinate league play across our markets, including placement of players into optimal groupings
- Support seasonal transitions, playoff coordination, and player communications
- Co-host local player events alongside other team members (social mixers, tournaments, and year-end Playoffs)
- Make recommendations on operational policies that affect the player experience
3. Fulfillment & Promotional Gear
- Manage end-to-end fulfillment operations—inventory, vendor relationships, and shipping logistics for player gear, trophies, and promotional items
- Coordinate with vendors and ensure timely delivery of materials for events and player rewards
4. Affiliate Management
- Administer multiple affiliate programs (player referrals, coaches, teaching pros, retail partners), each with distinct structures, settings, and communications
- Evaluate referral eligibility and approve payouts, ensuring compliance with program terms
- Drive affiliate engagement and identify opportunities to grow program participation
5. Process Improvement & Systems
- Help shape the direction of our AI-powered support automation, with the goal of continuously expanding tier-1 coverage
- Participate in test environments to learn our systems deeply and provide QA feedback to the development team
- Work directly with the COO on enhancements to our custom-built administration system
- Identify opportunities to streamline workflows and improve the player experience and communications
Tools You'll Use
- Shopify (e-commerce and order management)
- UpPromote (affiliate and referral program)
- Google Workspace (email, docs, sheets)
- ClickUp (team communication and project & task management)
- Custom internal administration platform
Ideal Candidate
You are:
- Organized, reliable, and detail-oriented—you enjoy having a task list and get a sense of accomplishment from knocking out repetitive work
- A natural communicator who's patient, empathetic, and enjoys helping people
- Comfortable juggling multiple channels and priorities without dropping balls
- Tech-savvy and quick to learn new tools and systems
- Proactive—you see problems and fix them before being asked
- Comfortable having direct, professional conversations—including the occasional tough talk with players who aren't meeting league standards
- A tennis enthusiast—whether as a player, coach, or active community member—with an understanding of the rules and scoring
- Excited to be part of a small, fast-moving digital-native team where your input directly shapes how things work
Physical Requirements & Work Environment
- Full-time position.
- Hybrid schedule. Schedule is flexible, with an expectation of 3-4 days per week in the office to capitalize on team collaboration and to fulfill onsite responsibilities such as SWAG and award shipping.
- This position is based in our Glen Ellyn headquarters, located on the second floor of a building without elevator access. The role occasionally requires moving packages and promotional materials weighing up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Direct collaboration with COO, CEO, and local team members
What You'll Gain
This role offers broad exposure to operations, e-commerce, and customer experience at a growing sports-tech company. You'll work directly with servant leaders, shape processes from the ground up, and build skills across multiple business functions.
How To Apply
Please send a recent resume to jeremiah@mygladiator.io with "Customer Support & League Operations" in the subject line. We can't wait to meet you!
