A bit about us Do you want to join one of the world’s fastest growing sports technology companies? Genius Sports is at the epicenter of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties. We’re looking for enthusiastic and ambitious people to join our talented team. If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us. We put trust in our people to deliver the difference for our clients around the world . It’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports. The Role We are looking for a Sports Customer Support Team Lead to lead and manage our team of unit leaders and analysts, ensuring the highest quality support for the Genius Sports Leagues and Federations Products and Data collection tools. This role requires high leadership skills, people management, and product expertise. The Team Lead will excel in the team’s organization, focusing on planning time management, and managing procedures of the area. Job Expectations: People Management: Train, develop, and motivate team members. Technical Proficiency: Understanding of sports, sports betting, Support approach for our different customers (NCAA, CFL, NFL, CEV, FIBA, FIFA, and FIVB), and have full familiarity with all the Sports Support products. Problem-Solving Skills: Ability to understand, follow, and give instructions. Also, capability to solve advanced issues diligently. Customer Support and Stakeholder Management: Ensure effective communication and problem resolution. Main Responsibilities: Team Management: Manage, train, develop, and motivate team members. Take strategic operational decisions. Review the accuracy of the roster creation regarding workload and people available. Performance evaluation: Collaborate with the Unit leaders and specialist to conduct performance reviews with team members. Evaluate goals, KPIs and OKR's of the Sports Customer Support Team Reporting: Provide Monthly reports with all the team issues and finding to find areas of improvement. Quality Checks: Monitor All tickets handling in Zendesk, Weekly sanity checks for all unresolved cases, Review response times and Quality of replies in all the communication tools. Recruitment Support: Assist the team lead during the recruitment and interview process. Major Issues Triaging: Ensure issues are identified as Service outages, Critical and Priority 1 incidents, have ownership and provide guidance with the escalation processes. CFL & NFL: Lead and facilitate the management of service objectives during the events. Required Skills: Business-Level Proficiency in English: Essential for effective communication. Analytical Thinking and Multitasking: Ability to manage any product-related issues and have capability to multitask. Technical Proficiency: Familiarity, Atlassian products (JIRA and Confluence), Zendesk, API intermediate knowledge, Postman for Required API calls. Management Experience: Having previous experience is a plus. What’s in it for you? As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities. How we work We have adapted a forward-thinking ‘Ways of Working’ framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role. Our employees are empowered to stretch the boundaries of what’s achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses. Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, different abilities or disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation ( and any other applicable status) . Please let us know when you apply if you need any assistance during the recruiting process due to a disability. #J-18808-Ljbffr