Customer Operations Manager

Eligo Recruitment; Lucca; Remoto; EUR 45.000; Tempo pieno

Descrizione del lavoro

A dynamic and innovative startup in the sports analytics and betting industry is seeking a Live Operations Manager to lead its customer support operations. The role focuses on building a team to provide 24/7 support, enhancing customer satisfaction through technology-driven solutions, and ensuring seamless communication across various stakeholders in a fast-paced environment.

Servizi

Dynamic startup environment

International team

Fully remote role

Flexibility for work-life balance

Innovation-driven culture

Competenze

• Proven experience in customer support with leadership roles.
• Expertise in ticketing systems and AI technologies.
• Strong focus on service quality and customer satisfaction.

Mansioni

• Hiring and managing a 24/7 customer support team.
• Implementing ticketing and live chat systems.
• Analyzing customer feedback to optimize processes.

Conoscenze

Leadership

Analytical Skills

Customer Service

Communication

Problem Solving

Strumenti

Zendesk

Descrizione del lavoro

• Role : Live Operations Manager (Head of Customer Support)
• Industry : Sport Analytics & Betting – previous experience in the industry is a strong plus
• Budget : 45K

A dynamic and forward-thinking Start-up in the sports analytics and betting industry is aiming to revolutionize the sports data sector by expanding its product offerings globally and delivering innovative betting solutions. The organization is heavily technology-driven and focused on data.

The company is seeking a Live Operations Manager (Head of Customer Support) to build and lead a dedicated customer support team operating 24 / 7. This is an operational leadership role focused on establishing and managing a fast, effective, and technologically advanced support service. It is not a commercial or sales-oriented Customer Success role.

Key responsibilities include :

• Hiring, training, and managing Customer Support agents to ensure 24 / 7 coverage with an efficient shift system
• Implementing and managing ticketing and live chat systems (e.g., Zendesk), integrated with AI bots for first-level response and triage
• Continuously analyzing customer inquiries and feedback to optimize processes, update FAQs, bots, and operational guidelines
• Coordinating communication among clients, traders, technical teams, and suppliers to effectively manage bugs, incidents, and complex requests
• Collaborating with Product Owners and development teams to refine and prioritize technical tickets and ensure timely resolution
• Maintaining strong focus on service quality, customer satisfaction, and rapid response times

Ideal Candidate

• Proven experience in Customer Support roles, ideally with leadership or operational management responsibilities
• Ability to build, motivate, and manage a team with 24 / 7 shift coverage
• Expertise in ticketing and live chat platforms, and familiarity with AI / bot technologies applied to customer support
• Strong analytical skills to interpret interaction data and improve processes and tools
• Excellent communication, organizational, and problem-solving abilities
• Customer-focused mindset with high standards for service quality
• Flexibility to work varied hours to cover shifts and handle emergencies
• Fluent English required; Italian language skills are a plus but not mandatory

Why Join?

• Opportunity to work in a dynamic startup environment with high growth potential
• Join an international team of experienced professionals
• Fully remote role with flexible hours to support work-life balance
• Work within an innovation-driven culture where ideas have real impact
• Engage with cutting-edge technology in the sports and betting sector

Candidates who are hands-on operational leaders ready to build and scale a world-class customer support function are encouraged to apply.