Operations Manager, Customer Service

1 week, 5 days ago
Full-time
Lead
Operations
Sporty Group

Sporty Group

Sporty Group is a global consumer internet and media organization that specializes in digital and linear sports broadcasting, offering its leading free-to-air platform, SportyTV, which engages millions of users across multiple countries and continents.

Media
51-250
Founded 2013

Description

  • Develop, implement, and manage customer service strategies that improve support quality and efficiency globally.
  • Monitor customer feedback and identify opportunities to improve satisfaction, effectiveness, efficiency, and quality.
  • Recruit, manage, lead, and motivate a global team of managers and customer service professionals.
  • Define and monitor business and process metrics, including individual scorecards, to measure customer service performance.
  • Improve support processes to reduce resolution times, correspondence, and customer complaints.
  • Ensure the team has the knowledge needed to handle customer inquiries and complaints effectively.
  • Collaborate with cross-functional teams to resolve customer issues and implement process improvements.
  • Maintain in-depth working knowledge of Sporty brands, systems, and processes.

Requirements

  • Fluency in both spoken and written English.
  • Bachelor’s or Master’s degree in business, marketing, economics, or a related field.
  • Customer service management experience in the tech, fintech, or gaming industry is an advantage.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong leadership, motivation, and management skills with the ability to lead and mentor a team.
  • Strong analytical and decision-making skills with the ability to use data and metrics to drive improvements.
  • Demonstrated ability to manage customer feedback and resolve customer issues effectively.
  • Experience with customer service technology and tools, including CRM and support ticketing systems.

Benefits

  • Remote-first company culture.
  • Competitive salary with individual performance-based quarterly bonuses.
  • 20 days of annual leave plus public holidays.
  • Flexible working hours, with core hours of 10am–3pm in your local time zone.
  • Referral bonuses and flash bonuses.
  • Top-of-the-line equipment.
  • Annual company retreats and internal networking opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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