Support Operations Manager

2 months ago

Manchester, United Kingdom Genius Sports Full time

About the Role

As a Customer Support Specialist at Genius Sports, you will play a critical role in delivering exceptional customer experiences across various departments, including Operations, Engineering, Product, and Business Development. Your primary responsibility will be to manage external client requests, ensuring timely responses and efficient operations.

Main Responsibilities:

  • Manage the support queue for inbound customer requests and escalate to the proper teams for timely responses.
  • Be first-line support for user account-related requests.
  • Troubleshoot API and software access issues, and gather information for escalating to engineering teams.
  • Help maintain internal documentation for common support-related questions.
  • Maintain customer distribution lists and communication playbooks for communicating outages and delivery-related communications.
  • Communicate with game day operations staff for any game day-related issues or outages.
  • Be part of an on-call rotation for after-hours and weekend support.

Requirements:

  • Advanced proficiency in both English and French language.
  • 2+ years of experience in customer support, data delivery, or product operations roles.
  • Experience working with external clients and partners.
  • Experience working with APIs and/or Software Platforms.
  • Strong organizational and communication skills with the ability to prioritize, manage, and execute simultaneous projects.
  • Ability to collaborate cross-functionally with multiple teams across time zones.
  • Able to work according to sports schedule, including holidays, evenings, and weekends.

What Sets You Apart:

  • Experience in the sports industry is a plus.
  • Familiarity with support management software.
  • French and English Speaking.

What's in it for you?

As a valued member of our team, you can expect a competitive salary, annual leave allowance, and a range of benefits, including health insurance, skills training, and more. We also offer a host of softer benefits, such as social events, team building activities, and wellbeing initiatives.

About Genius Sports

Genius Sports is a forward-thinking organization that empowers its employees to stretch the boundaries of what's achievable. We collaborate, innovate, and celebrate our successes. As an equal opportunities employer, we welcome and consider all applications, regardless of age, disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex, and sexual orientation.

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