Head of Customer Support

Clutch; Piemonte; Remoto; EUR 38.000 - 45.000; Tempo pieno

Descrizione del lavoro

A dynamic sports analytics startup is seeking a Live Operations Manager (Head of Customer Support) to build and lead a dedicated support team. Candidates should have proven customer support experience and the ability to manage a team in a fast-paced environment. This fully remote role emphasizes innovative solutions and service quality.

Servizi

Dynamic startup environment

Work-life balance

Flexible hours

Competenze

• Proven experience in Customer Support roles.
• Experience in operational management is a plus.
• Fluent in English; Italian is a plus.

Mansioni

• Build and lead a 24/7 customer support team.
• Implement and manage ticketing and live chat systems.
• Analyze customer inquiries to optimize processes.
• Coordinate client and technical communications.
• Maintain focus on service quality and customer satisfaction.

Conoscenze

Customer Support experience

Team building skills

Analytical skills

Communication abilities

Organizational skills

Flexibility

Strumenti

Zendesk

AI bot technologies

Descrizione del lavoro

Da remoto : Remoto

Full Remote Opportunity

• 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.

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