Customer Service Agent (m/f/d) Event Tech - #2777199

HYROX is a global sports event series that combines running and functional fitness training in a unique race format. Founded in Germany in 2017, HYROX has evolved into a worldwide fitness movement with events across five continents, attracting millions of athletes every season.

To elevate our post-race athlete support and ensure transparent, precise race timing resolution, we are seeking a dedicated and analytical Customer Agent – Event Tech (m/f/d) in Cologne. In this key operational role, you will act as the first-line support for athlete enquiries regarding race results, official penalties, and timing discrepancies. Working directly at the intersection of Customer Experience and Event Tech, you will investigate timing chip issues, explain rule interpretations with empathy and clarity, and provide valuable trend reporting to optimize our systems. If you have an analytical mindset, love problem-solving in a sports-driven environment, and want to gain hands-on operational tech experience, apply now, we look forward to getting to know you!

• First-Line Athlete Support: Act as the primary point of contact for customer enquiries related to event results, penalties, and timing discrepancies, ensuring all tickets are resolved within SLA timeframes with a professional, empathetic approach.

• Penalty & Rule Advisory: Master the HYROX penalty system, rulebook, and judging rationale to clearly and confidently explain time adjustments and decisions to athletes.

• Timing Investigations: Receive hands-on training on event timing systems (e.g., SportsPro and related software) to investigate and document discrepancies, including unassigned or malfunctioning timing chips.

• Technical Escalation & Collaboration: Collaborate closely with the Event Tech and Event Operations teams to escalate complex technical bugs, while redirecting general event enquiries to the appropriate internal departments.

• Record Keeping & Documentation: Maintain clear, consistent records of all customer interactions, case histories, and escalations.

• Trend Reporting & CX Improvements: Analyze recurring enquiry patterns and communication gaps to provide actionable feedback to CX and Event Tech leads, helping drive proactive communication that enhances the overall athlete experience.

• Professional Background & Education: Successfully completed degree in Sports Management, Business Administration, Data Analytics, Event Management, Computer Science, or a related field (or equivalent professional experience).

• Communication & Empathy: Strong written and verbal communication skills, with a calm, empathetic, and professional approach to athlete interactions—particularly when navigating sensitive topics or complaint situations.

• Mindset & Problem-Solving: Highly data-oriented mindset with an exceptional eye for detail, strong investigative instincts, and the ability to solve complex, time-sensitive issues systematically.

• Technical & System Adaptability: High digital affinity with the ability to quickly master new technical systems, event software, and timing databases.

• Working Style & Ownership: Collaborative, proactive, and hands-on team player with excellent self-organisation and the drive to work independently in a dynamic, fast-paced environment.

• Relevant Experience: Previous hands-on experience in customer care, event operations, ticketing, or sports event delivery is a strong bonus.

• Flexibility & Travel: High flexibility and readiness to travel occasionally to HYROX events to support technical operations and event execution on the ground.

• Location: Based in Cologne

• Languages: Business-fluent English at C-level is an absolute requirement; German language skills are a strong plus.

• The opportunity to take on responsibility in a fast-growing, international company with a strong sports DNA.

• Flat hierarchies, quick decision-making processes, and plenty of room for your ideas.

• A motivated, international team with a genuine passion for sports and events.

• A healthy work-life balance thanks to flexible, trust-based working hours.

• A modern office in a top location – right in Hamburg Altona with excellent transport connections.

• 28 vacation days to recharge and reset.

• A Wellpass membership and discounted lunch options in-house.

• Your Deutschlandticket is fully covered by us – nationwide mobility, 100% on us.

• Employee discounts in our HYROX stores.

Then we look forward to receiving your application. Simply upload your CV as a PDF (no photo required) and answer the questions in the application form. Your contact person is Isabelle (HYROX People).

We are committed to creating an inclusive and respectful work environment. All qualified applicants will receive consideration for employment without regard to ethnicity, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or any other protected characteristic. We value diversity and are committed to fostering equal opportunity for all.