Customer Service Operations Manager
3 weeks ago
The Sportlabs Technology team is seeking an experienced Customer Service Operations Manager to lead our customer service team. The ideal candidate will have a proven track record in managing a similar client-facing team lead role, with direct knowledge and experience of systems such as Zendesk and Hubspot.
Key Responsibilities
- Day-to-day management of our customer service team, working closely with country team leaders.
- Effective review and assessment of activity management processes, regular SLA/KPI reporting for the CS team.
- Develop and promote service excellence standards to reduce the escalation of tickets to our Platform technical team.
- Liaise with key internal teams, including Relationship/Account Managers, and Platform and Technology project managers.
- Lead the scaling of our customer service operation to meet business growth, delivering new initiatives to increase customer satisfaction and service efficiency.
- Support the team to organize and deliver engaging presentations, product webinar training sessions, and demonstrations.
Requirements
- Proven experience working in a similar client-facing team lead role.
- Good Excel and computer skills, with knowledge of BI report tools and Google workspace.
- Excellent communication and presentation skills, with a solutions-focused and collaborative approach.
- Familiarity with sports technology and software platforms, with an interest in or previous experience working in Sports.
Clubspark is proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.
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