Head of Customer Support

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

Descrizione del lavoro

A dynamic start-up in sports analytics is seeking a Live Operations Manager (Head of Customer Support) to build and lead a 24/7 customer support team. This remote role focuses on operational leadership, establishing efficient support services, and enhancing customer satisfaction through technological solutions. Ideal candidates will have experience in customer support leadership and be familiar with ticketing systems like Zendesk. This position offers the chance to impact a rapidly growing sector and work with innovative technologies.

Servizi

Work-life balance

Dynamic startup environment

International team

Competenze

• Proven experience in Customer Support roles with leadership responsibilities.
• Ability to build and manage a 24/7 customer support team.
• Expertise in ticketing and live chat platforms.

Mansioni

• Hire and manage Customer Support agents.
• Implement ticketing and live chat systems.
• Analyze customer inquiries to improve services.

Conoscenze

Leadership

Customer support expertise

Analytical skills

Communication

Problem-solving

Strumenti

Zendesk

AI chatbot 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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