Sports Customer Support Supervisor at Genius Sports

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Medellín, Antioquia, Colombia

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.Job Expectations:

People Management: Train, develop, and motivate team members.
Technical Proficiency: 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.
Problem-Solving Skills: Ability to understand, follow, and give instructions. Also, capability to solve advanced issues diligently.
Customer Support and Stakeholder Management: Ensure effective communication and problem resolution.

Main Responsibilities:

Team Management: 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.
Performance evaluation: Collaborate with the team lead to conduct performance reviews with team members. Evaluate goals, KPIs periodically per analyst with the team Lead and Specialist.
Reporting: Provide Monthly reports with all the team issues and finding to find areas of improvement.
Quality Checks: 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.
Recruitment Support: Assist the team lead during the recruitment and interview process.
Major Issues Triaging: Ensure issues are identified as Service outages, Critical and Priority 1 incidents, have ownership and provide guidance with the escalation processes.
CFL & NFL: Lead and facilitate the management of service objectives during the events.

Required Skills:

Business-Level Proficiency in English: Essential for effective communication.
Analytical Thinking and Multitasking: Ability to manage any product-related issues and have capability to multitask.
Technical Proficiency: Familiarity, Atlassian products (JIRA and Confluence), Zendesk, API intermediate knowledge, Postman for Required API calls.
Management Experience: Having previous experience is a plus.

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $15,000 - $20,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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