Sportzcast Customer Support Team Lead
A bit about us
Do you want to join one of the world’s fastest growing sports technology companies?
Genius Sports is at the epicentre of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties.
We’re looking for enthusiastic and ambitious people to join our talented team.
If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us.
We put trust in our people to deliver the difference for our clients around the world. It’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports.
As part of the Genius Sports Group, headquartered in London and across 16 locations worldwide, our technology is trusted by the biggest name in sports, betting and gaming, and sports media.
The Role
The role requires a combination of leadership skills, people management, and expertise in products. The team lead is good at making decisions and has organizational skills and time-management skills. Planning and organizing team’s work, launching new procedures and managing existing ones. Ensuring the training, development and motivation of the team’s personnel. Working with the other internal stakeholders in order to ensure the efficient delivery of Sportzcast products and services in-line with clients’ needs and expectations.
Core Responsibilities
- Managing multicultural and international team members and Stakeholders.
- Training, developing and motivating team Providing continuous feedback to team members on their performance and conducting performance reviews.
- Building and managing the roster for the team to make sure we have the most efficient coverage to onboard and support customers
- Interviewing and recruiting new team members to make sure we have sufficient resources to perform all the tasks
- Monitor all the requests are being taken care of and ensure the effective testing and provision of information to clients to ensure timely delivery of relevant products and Services
- To develop and maintain team’s KPIs and Key Results in addition to team members goals and performance to ensure the delivery of this.
- To build and enhance positive working relationships with clients and internal stakeholders alike and to effectively manage expectations as appropiate.
- Closely work together with Sportzcast Support and Onboarding specialist in aligning the distribution of the workload and the priorities within the team.
- Overseeing the creation and documentation of Sportzcast customer products and services and team members onboarding.
- To work within established product policies and procedures in order to best-accommodate client products and service needs. To contribute to the ongoing development and evolution of product policies and procedures
- To provide client insight into the ongoing development of Sportzcast products and services
- To drive any needed projects that will help grow and develop and the team’s growth, processes and product
- Report to Customer Onboarding Manager the performance of the current projects as well as escalate the problematic Build efficient metrics to measure team workload.
Skills and Experience
- Excellent experience in leadership and people management
- Good knowledge of MS Office programs, basic internet investigation skills and understanding of hardware is a plus
- An understanding of the working in a technology business with a focus in sports
- Experience in the implementation of processes and workflows within a team and collaborating with different stake holders
- Ability to use Zendesk/Atlassian suite of products, JIRA, Confluence
- Great project management skills, with demonstrated ability to effectively manage multiple on-going assignments
- Great verbal and written communication skills
- Excellent problem solving, negotiation and prioritizing skills
- Very high organizing capacity and time management skills
- Willingness to work in shifts, with availability to work during evenings, weekends, holidays
- Occasional travel may be required (10%)
- Working 50% of the time from the office with the team
Personal Characteristics
- A passion for sports
- A commitment to service excellence
- Detail oriented and well-organized
- Driven to constantly exceed personal and team targets
- Excellent accuracy and pressure handling
- Tech savvy
We Offer
We have a work-hard, play hard culture at Genius Sports. We have many social events going on throughout the year such as, summer and Christmas parties, monthly team building events, sports tournaments, birthday celebrations, food vouchers, charity days and wellbeing actives. Health insurance coverage, skills training opportunities and many others depending on location are part of our benefits list.
Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other status protected by applicable law)
