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<div class="p-rich_text_section"><em data-stringify-type="italic">We are looking for a Sports Customer Support Supervisor to lead and manage our team of analysts, ensuring the highest quality support for the Genius Sports Leagues and Federations Products and Data collection tools. This role requires leadership skills, people management, and product expertise. The supervisor will excel in the team’s organization, focusing on planning time management, and managing procedures with the Specialist approval.</em><strong data-stringify-type="bold">Job Expectations:</strong></div>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">People Management: </strong>Train, develop, and motivate team members.</li>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Technical Proficiency: </strong>Understanding of sports, sports betting, Support approach for our different customers (NCAA, CFL, NFL, CEV, FIBA, FIFA, and FIVB), and have full familiarity with all the Sports Support products.</li>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Problem-Solving Skills:</strong> Ability to understand, follow, and give instructions. Also, capability to solve advanced issues diligently.</li>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Customer Support and Stakeholder Management: </strong>Ensure effective communication and problem resolution.</li>
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<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Team Management:</strong> Manage, train, develop, and motivate team members. Take operational decisions when the Team Lead and Specialist are not available. Review the accuracy of the roster creation regarding workload and people available.</li>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Performance evaluation:</strong> Collaborate with the team lead to conduct performance reviews with team members. Evaluate goals, KPIs periodically per analyst with the team Lead and Specialist.</li>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Reporting:</strong> Provide Monthly reports with all the team issues and finding to find areas of improvement.</li>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Quality Checks:</strong> Monitor All tickets handling in Zendesk, Weekly sanity checks for all unresolved cases, Review response times and Quality of replies in all the communication tools.</li>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Recruitment Support:</strong> Assist the team lead during the recruitment and interview process.</li>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Major Issues Triaging:</strong> Ensure issues are identified as Service outages, Critical and Priority 1 incidents, have ownership and provide guidance with the escalation processes.</li>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">CFL & NFL:</strong> Lead and facilitate the management of service objectives during the events.</li>
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<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Business-Level Proficiency in English:</strong> Essential for effective communication.</li>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Analytical Thinking and Multitasking:</strong> Ability to manage any product-related issues and have capability to multitask.</li>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Technical Proficiency:</strong> Familiarity, Atlassian products (JIRA and Confluence), Zendesk, API intermediate knowledge, Postman for Required API calls.</li>
<li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Management Experience:</strong> Having previous experience is a plus.</li>
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Work on cutting-edge sports data and analytics. Join a team that's revolutionizing how we understand sports performance with AI and machine learning.
Salary: $15,000 - $20,000
🤖 This salary estimate is calculated by AI based on the job title, location, company, and market data. Use this as a guide for salary expectations or negotiations. The actual salary may vary based on your experience, qualifications, and company policies.
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