Match Day Management Support Specialist

Kitman Labs is the performance intelligence company, disrupting and transforming the way the sports industry uses data to unlock the potential of the world’s top athletes.

Driven by a passion to innovate in the areas of sports performance, analytics and user experience, we have assembled a team of the industry’s top data scientists, sports performance scientists, product and software designers and engineers.

Kitman Labs’ advanced operating system, the Intelligence Platform (iP) is now used by over 2000 teams in 50 leagues on 6 continents, including the NFL, Premier League, National Women’s Soccer League and MLS.

About the Role

The Match Day Management and Support Specialist serves as the primary support contact for league and club users in the MLS, ensuring smooth operational performance during games and critical events. This role bridges technical support teams with end users, ensuring clear, timely communication and effective issue resolution. The ideal candidate will possess excellent troubleshooting skills, strong interpersonal communication, and a proactive approach to managing league relationships, with specific knowledge of soccer operations and the rules of the game. The role requires Flexible Hours (Evenings & Weekends Required).

• League Game-Day Management, Monitoring, and Support:
• 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.
• League Communication and Liaison:
• 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.
• Club Communication and Configuration:
• 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.
• Issue Tracking and Documentation:
• 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.
• Project Context and Knowledge Management:
• 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.

• The ideal candidate is highly organized, technically proficient, and possesses excellent communication skills. They thrive in fast-paced environments, confidently handle multiple simultaneous tasks, and demonstrate resilience under pressure. With a background or strong familiarity in sports operations, the ideal candidate will have proven success in client management, technical troubleshooting, and collaborative problem-solving, consistently ensuring smooth operational outcomes during critical match-day scenarios.

• Key Qualifications & Experience
• 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.

Why join Kitman Labs?

Joining Kitman Labs means becoming part of an innovative team dedicated to transforming professional sports performance through data-driven insights. You'll have the opportunity to directly impact premier sports organizations worldwide, collaborate with leading experts in performance science and technology, and grow professionally within a supportive and dynamic environment committed to excellence and continuous improvement.

Benefits

At Kitman Labs we pride ourselves on being the best and working with the best, so it should be no surprise that we are also dedicated to keeping the best through building a world-class work culture. We truly believe that a successful company begins through having an outstanding and inspiring culture, so our benefits reflect this:

- 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

Diversity

In addition to building a team with diverse skill-sets, Kitman Labs is committed to hiring people with diverse backgrounds. We do not discriminate based on age, civil or family status, disability, ethnicity, gender, race, religion, or sexual orientation. If you are a person with a disability and require assistance during the application process, please let us know.

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