Customer and Product Success Lead

Eligo Recruitment; Firenze; Remoto; EUR 38.000 - 45.000; Tempo pieno

Descrizione del lavoro

A leading company in the sports analytics and betting sector is looking for a Customer and Product Success Lead to build and manage a Customer Support team. This role involves overseeing quality control, enhancing communication channels, and driving client satisfaction while being part of a startup culture that values innovation and flexibility.

Servizi

Flexible work environment

Startup culture

Cutting-edge technology

Competenze

• Experience in customer support, ideally in leadership or management roles.
• Ability to simplify complexity and ensure fast delivery.

Mansioni

• Hire, train, and manage Customer Support agents.
• Create or outsource Customer Support AI bots.
• Collect regular feedback from clients on operations.

Conoscenze

Client satisfaction

AI tools understanding

Organized and detail-oriented

Excellent communication

Leadership

Teamwork

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 quality of work, 24/7 coverage, and manage rotas.
2. Create or outsource Customer Support AI bots.
3. Write guidelines for the Customer Support team.
4. Manage Zen Desk settings and other communication channels.
5. Triages communication between suppliers, partners, team, and clients.
6. Collect regular feedback from clients on operations, bugs, and performance.
7. Organize, summarize, and report interactions with clients, traders, and suppliers during crises.
8. Ensure tickets are reported correctly and chats go 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
• Flexible 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 from top global companies.
• Flexible work environment: Remote work from anywhere with a schedule that fits your lifestyle.
• Innovation-driven mindset: Join a constantly evolving company where your ideas can make a real impact.
• Collaborative and dynamic team: Valuing teamwork, creativity, and brainstorming.
• Cutting-edge technology: Work with the latest in sports and data analytics.