Customer and Product Success Lead

JR Italy; Pordenone; Remoto; EUR 38.000 - 45.000; Tempo pieno

Descrizione del lavoro

A dynamic sports analytics group seeks a Customer and Product Success Lead to build and manage a Customer Support team. This role offers a flexible remote work environment, allowing candidates to influence customer satisfaction while working with cutting-edge technology in a collaborative startup culture.

Servizi

Flexible work environment

Startup culture

Collaborative team atmosphere

Innovation-driven mindset

Cutting-edge technology

Competenze

• Passion for AI tools and client satisfaction.
• Experience in customer support, preferably in leadership roles.
• Ability to simplify complexity and work flexible hours.

Mansioni

• Hire, train, and manage Customer Support agents.
• Create and manage Customer Support AI bots.
• Gather and report client feedback.

Conoscenze

Client satisfaction

AI tools understanding

Organizational skills

Communication skills

Leadership skills

Descrizione del lavoro

Full Remote Opportunity

• 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 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

• Hire, train, and manage Customer Support agents. Ensure quality of work, 24/7 coverage, and manage schedules.
• Create or outsource Customer Support AI bots.
• Write guidelines for the Customer Support team.
• Manage Zen Desk settings and other communication channels.
• Coordinate communication between suppliers, partners, team members, and clients.
• Gather regular feedback from clients regarding operations, bugs, and performance.
• Organize, summarize, and report interactions with clients, traders, and suppliers, especially during crises.
• Ensure tickets are reported correctly and chats proceed smoothly.
• Collaborate with the Product Owner and team to refine and resolve bug tickets.

Must have:

• Focus on client satisfaction.
• Understanding and passion for AI tools.
• Flexibility in working hours.
• Organized and detail-oriented.
• Ability to simplify complexity.
• Excellent communication, leadership, and team influence skills.
• Experience in customer support, preferably 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.