Customer and Product Success Lead

Eligo Recruitment; Ancona; Remoto; EUR 45.000 - 55.000; Tempo pieno

Descrizione del lavoro

A growing company in Sport Analytics & Betting is seeking a Customer and Product Success Lead to manage the Customer Support team. You will play a key role in enhancing client satisfaction, utilizing AI tools, and creating a flexible work environment. Join us for a journey of innovation and teamwork, where your impact is valued and rewarded.

Servizi

Flexible work environment

Startup culture

Talented and engaging team

Innovation-driven mindset

Collaborative team

Cutting-edge technology

Competenze

• Experience in customer support, ideally in leadership or management roles.
• Ability to simplify complexity and a detail-oriented mindset.
• Excellent communication and influencing skills.

Mansioni

• Hire, train, and manage Customer Support agents.
• Create or outsource Customer Support AI bots.
• Manage Zen Desk settings and ensure communication between teams.

Conoscenze

Client Satisfaction

Understanding AI Tools

Flexibility

Fast Delivery

Organized

Excellent Communication

Leadership

Teamwork

Influencing Skills

Descrizione del lavoro

Customer and Product Success Lead

Industry: Sport Analytics & Betting – previous experience in the industry is a strong plus

Budget: 45K

Language: Fluent

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 team.

The company's 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

1. Hire, train, and manage Customer Support agents. Ensure their quality of work, coverage of CS 24/7, manage the rota, etc.
2. Create or outsource Customer Support AI bots.
3. Write guidelines for the Customer Support team.
4. Manage Zen Desk settings and other channels.
5. Triages communication between suppliers, partners, team, and clients.
6. Collect regular feedback from clients on operations, bugs, and performance.
7. Organize, summarize, report all relevant interactions with clients, traders, and suppliers during crises.
8. Ensure tickets are reported correctly and chats run smoothly.
9. 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
• Flexibility in working hours
• Fast delivery
• Organized and detail-oriented
• Ability to simplify complexity
• Excellent communication, leadership, teamwork, and influencing skills
• Experience in customer support, ideally in leadership or management roles

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.