Customer and Product Success Lead

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

Descrizione del lavoro

A dynamic company in the sports data industry seeks a Customer and Product Success Lead to build a robust Customer Support team. This role involves managing support agents, driving client satisfaction, and utilizing AI tools in a fully remote environment. Join an innovative startup culture with a talented team and flexible working options.

Servizi

Startup culture

Flexible work environment

Collaboration with a talented team

Access to cutting-edge technology

Dynamic team atmosphere

Competenze

• Experience in customer support, especially leadership roles.
• Organized and detail-oriented individual with a client focus.
• Strong communication and influencing skills.

Mansioni

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

Conoscenze

Client satisfaction

Leadership

Teamwork

Communication

Flexibility

Organizational skills

Understanding of AI tools

Descrizione del lavoro

Job Title: Customer and Product Success Lead, Vicenza

Location: Vicenza

Job Category: Other

EU Work Permit Required: Yes

Posted: 24.06.2025

Expiry Date: 08.08.2025

Job Description:

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 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 Zen Desk settings and other channels.
• Coordinate communication between suppliers, partners, team, and clients.
• Gather regular feedback from clients on operations, bugs, and performance.
• Organize, summarize, and report interactions with clients, traders, and suppliers during crises.
• Ensure tickets are reported correctly and chats are smooth.
• 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.
• Organized and detail-oriented.
• Ability to simplify complexity.
• Excellent communication, leadership, teamwork, and influencing 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.