Support Manager at Genius Sports

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Tallinn, Harjumaa, Estonia

A bit about us

Do you want to join one of the world’s fastest growing sports technology companies? Genius Sports is at the epicentre of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties.

We’re looking for enthusiastic and ambitious people to join our talented team. If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us. 

We put trust in our people to deliver the difference for our clients around the world. It’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports.

The Role

Support Manager works closely with all the support teams, the relevant team leads and as well as other internal stakeholders to ensure the support teams have the right attributes, mentality and work ethic to succeed in their roles. Liaising with the relevant team leads globally to ensure the relevant support teams are functioning to a high level.

Main Responsibilities:

Assist with ongoing leadership, performance monitoring, coaching, and guidance for high performance to support teams
Cultivate/foster a client service excellence environment
Provide regular visibility to the Head of Support around team members’ performance and development and progress with required goals and objectives
Work on short- and long-term projects to build effective and scalable support workflows
Assist with team management, training, development, and motivation within support teams
Gather basic knowledge of each support team’s workflows and processes
Assist in securing the team’s targets originated by companies and unit’s targets are clear to the team

Required skills:

Strong customer service, communication, and organisational skills
Strong understanding of Atlassian product suite (Jira, Confluence) and basic understanding of main Customer Management Systems
A natural leader of people – an ability to cultivate and foster a collaborative team environment
An ability to navigate around (and through) key obstacles in pursuit of effective day-to-day operations
Very good knowledge of sportsbooks and sport customer base
Strong communication (written and verbal) and presentation skills – a proven ability to be persuasive and influence others.
Effective time management skills, an ability to cope with working under pressure
Strong emotional and cultural intelligence – an ability to ‘read’ people and their own individual motivations and interests.
A commitment to service excellence and an ability to lead by example.
Detail-oriented and well-organised.
Able to travel in Europe and the Americas if required.

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 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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