Customer and Product Success Lead

• Role : Customer and Product Success Lead
• Industry : Sport Analytics & Betting – previous experience in the industry is a strong plus
• Budget : 45K

A dynamic and forward-thinking group in the sports and betting sector, heavily focused on technology and data, is seeking a Customer and Product Success Lead to build the Customer Support.

The company goal is to revolutionize the sports data industry by expanding its products to more sports globally and enhancing its portfolio with cutting-edge betting solutions.

Key Responsibilities

• Hire, train and Manage Customer Support agents. Ensure their quality of work, ensure cover of CS 24 / 7, manage the rota etc.
• Create / Outsource Customer Support AI bots
• Write Guidelines for Customer Support Team
• Responsible for Zen Desk settings and other channels
• Triage communication between Suppliers and Partners, team and Clients
• Collect regular feedback from Clients on Operations, Bugs, Performances
• Organize, Summarize, Report, all the precious info that can be found in interactions with Clients / Traders / Suppliers during crisis
• Ensure Tickets are reported correctly and chats go smoothly
• Push Product Owner and Team to Refine Tickets related to Bugs and Ensure Execution

Must have :

• Focus on Client Satisfaction
• Understanding and passion for AI tools
• Huge flexibility on working time
• Organized and detail oriented
• Ability to simply complexity
• Great Communication skills, Leadership skills and ability to team work and influence others
• Experience in Customer Support, ideally in leadership / management.

Why Join Us?

• Startup culture – Be part of an exciting journey from the ground up and share in our success!
• Talented and engaging team – Work alongside professionals with experience in top global companies.
• Flexible work environment – Work remotely from anywhere with a schedule that fits your lifestyle.
• Innovation-driven mindset – Be part of a constantly evolving company where your ideas can make a real impact.
• Collaborative and dynamic team – Join a group that values teamwork, creativity, and brainstorming.
• Cutting-edge technology – Work with the latest advancements in sports and data analytics.