Customer and Product Success Lead

JR Italy; Rovigo; Remoto; EUR 45.000; Tempo pieno

Descrizione del lavoro

A leading company in sport analytics and betting is seeking a Customer and Product Success Lead to build a Customer Support team. This role focuses on client satisfaction, managing support agents, and ensuring smooth communication. Join a dynamic, innovative team dedicated to revolutionizing sports data with cutting-edge technology in a fully remote environment.

Servizi

Flexible work environment

Startup culture

Work with cutting-edge technology

Talented and engaging team

Innovation-driven mindset

Collaborative team atmosphere

Competenze

• Experience in customer support, ideally in leadership or management roles.

Mansioni

• Hire, train, and manage Customer Support agents.
• Create or outsource Customer Support AI bots.
• Manage Zendesk settings and coordinate communications.

Conoscenze

Client satisfaction

Communication

Leadership

Teamwork

Organizational skills

Attention to detail

Ability to simplify complexity

Flexibility

Passion for AI tools

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

Company Overview:

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 their quality of work, 24/7 coverage, and manage the rota.
• Create or outsource Customer Support AI bots.
• Write guidelines for the Customer Support team.
• Manage Zendesk settings and other communication channels.
• Coordinate communication between suppliers, partners, team, and clients.
• Collect regular feedback from clients on operations, bugs, and performance.
• Organize, summarize, and report interactions with clients, traders, and suppliers, especially during crises.
• Ensure tickets are reported correctly and chats are smooth.
• Work with the Product Owner and team to refine tickets related to bugs and ensure their resolution.

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, 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.