Customer and Product Success Lead

Eligo Recruitment; Verona; Remoto; EUR 45.000 - 52.000; Tempo pieno

Descrizione del lavoro

A leading company in the sport analytics and betting industry is looking for a Customer and Product Success Lead. The role involves building and managing a customer support team to enhance client satisfaction and involves innovative AI solutions for support channels. Join a dynamic team that's revolutionizing the sports data industry and work in a startup culture that values your contributions and offers a flexible, remote working environment.

Servizi

Flexible work environment

Startup culture

Talented team

Innovation-driven mindset

Cutting-edge technology

Competenze

• Proven experience in customer support, ideally in a leadership role.
• Excellent communication and leadership skills required.
• Must be organized and detail-oriented.

Mansioni

• Hire, train, and manage Customer Support agents.
• Create and outsource Customer Support AI bots.
• Ensure quality of work and coverage.

Conoscenze

Client satisfaction

Understanding of AI tools

Flexibility

Fast delivery

Organized

Simplifying complexity

Communication

Leadership

Teamwork

Influencing

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 and 24/7 coverage, including managing rotas.
2. Create and outsource Customer Support AI bots.
3. Write guidelines for the Customer Support team.
4. Manage Zendesk 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 run smoothly.
9. Push the 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 skills.
• 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.