Customer Support Specialist

1 month ago

Manchester, United Kingdom Genius Sports Full time

About the Role

As a Customer Support Specialist at Genius Sports, you will be a key member of our support team, responsible for managing external client requests and ensuring seamless day-to-day support operations. You will work closely with various departments, including Operations, Engineering, Product, and Business Development, to deliver exceptional customer experiences. This role requires a self-starter with strong organizational and communication skills, who can prioritize and manage multiple projects simultaneously.

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 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.

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 well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.

How we work
We have adapted a forward-thinking 'Ways of Working' framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role.
Our employees are empowered to stretch the boundaries of what's achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses.

Genius Sports, part of 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, different abilities or disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other applicable status). Please let us know when you apply if you need any assistance during the recruiting process due to a disability.

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