Customer Support Specialist

**Customer Support Specialist**: at Second Spectrum

Manchester, England, United Kingdom

**Second Spectrum** **is a Sports Emmy-winning data & tech company** that is building _the next way of seeing sports_ - by capturing and producing the highest quality data and innovative content for many of the world’s largest leagues and media partners, such as the NFL, NBA, MLB, English Premier League, ESPN, Amazon, and CBS Sports.
We are pushing the boundaries of deep tech - machine learning, computer vision, big data, augmented and virtual reality. Our passion for cutting-edge design and decades of experience playing college and professional sports is an equal part of the magic that brings unique and innovative products to life. These products have helped Second Spectrum partners to multiple NBA championships, to win matches on football pitches around the world, to entertain and educate millions of fans on TV and digital. We're just getting started.
In 2021, Second Spectrum was acquired by Genius Sports. Powered by an incredibly driven and ambitious team, Second Spectrum is the place to work if you’re interested in cutting edge technology in sports. Our innovative and dynamic environment emphasizes opportunities for motivated individuals to maximize their growth and impact.

**The Role**

Second Spectrum cares deeply about our partners and as a Customer Support Specialist you will be a core component in our mission to go above and beyond for our customers. In this role, you will contribute to our day-to-day support operations by managing external client requests. You will work daily across a variety of departments - Operations, Engineering, Product, and Business Development
- to make sure our customer operations are running efficiently and to the highest quality. This is an ideal job for someone who is an effective multi-tasker, self-starter and critical thinker with keen attention to detail and a passion for working with everyone from clients to internal engineering and business development teams. This role can be flexible in terms of location but may require occasional travel. Weekend work and holiday work is likely.

**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.

**Required skills**:

- Advanced 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, 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 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.