Customer and Product Success Lead

Eligo Recruitment; Vercelli; Remoto; EUR 38.000 - 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 its support team. The role involves managing agents, ensuring client satisfaction, and driving product improvements. This position offers a startup culture, a talented team, and flexibility in work arrangements.

Servizi

Flexible work environment

Startup culture

Collaboration with global professionals

Innovation-driven mindset

Cutting-edge technology

Competenze

• Experience in customer support, ideally in leadership or management roles.
• Organized and detail-oriented, with flexibility in working hours.

Mansioni

• Hire, train, and manage Customer Support agents with 24/7 coverage.
• Manage Zen Desk settings and communication channels.
• Collect feedback from clients and ensure smooth interactions.

Conoscenze

Client satisfaction

Understanding of AI tools

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 aims 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, ensuring quality of work, 24/7 coverage, and managing 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 owners and teams 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 and share in our success
• Talented and engaging team: work alongside professionals from top global companies
• Flexible work environment: remote work with a schedule that fits your lifestyle
• Innovation-driven mindset: contribute ideas in a constantly evolving company
• Collaborative and dynamic team: valuing teamwork, creativity, and brainstorming
• Cutting-edge technology: work with the latest in sports and data analytics