Overview

Live Support & Monitoring Team Lead – Europe

Job Purpose:

As part of our Live Support & Monitoring team, you will be responsible for providing an expert level of support & product knowledge across our Stats Perform product portfolio. Sitting in our customer operations function, our daily tasks include live incident recognition & triage, live support escalations, knowledge gap identification and best in class customer care. 

 

WHAT’S YOUR NEW ROLE ABOUT?

In your role as a Live Support & Monitoring Team Lead, you will manage support analysts within our business unit and be responsible for the customer support of our products. You will be charged with overseeing their day-to-day tasks, directly involved in their rostering, as well as being a point of contact for them throughout their shifts. You will ensure your team carries out a high-level monitoring of our live data outputs, provide resolutions to both live and post-game queries and define clear escalation paths to the relevant stakeholders. 

You will work in tandem with the Service Delivery Managers, ensuring that the incident registers are kept up to date for weekly review calls, both internal & externally & also collect weekly metrics on issues faced and delivery KPI’s.  

The successful candidate will be working within a fast paced, exciting, and highly productive environment. This is a demanding, responsible and challenging role where a passion for customers, sport and betting is essential. This role is live sports calendar based, so may include weekend and evening shifts. 

 

HERE’S YOUR ROLE BROKEN DOWN 

  • Owning specific support workflows, managerial updates, and disciplinary matters. 
  • Performance management & coaching. 
  • Analyst rostering & availability. 
  • Quick diagnosis and resolve for time sensitive tickets. 
  • Be an escalation point and support expert for our wider Live Support & Monitoring team.  
  • Identify ticket patterns and common customer issues that can be resolved by filling knowledge gaps and analyst upskilling. 
  • Displaying a professional attitude and enthusiasm. 
  • Attending weekly internal & External review calls. 
  • Ability to engage product stakeholders to ensure we are best in class. 
  • Strong technical skillset: Knowing where to escalate issues within Stats Perform.   

DO YOU HAVE THESE ESSENTIALS?  

  • Minimum of 1 years’ working experience in the betting industry. 
  • Minimum of 1 years’ working experience with customer care processes and tools. 
  • Passion for dealing with customer queries and problem solving. 
  • Sound knowledge of Microsoft office applications [especially Outlook and Excel]. 
  • Ability to prioritize and multiple tasks. 
  • Strong Stats Perform product knowledge. 
  • Comfortable with numbers and mathematics. 

IT WOULD BE GREAT IF YOU HAD THESE DESIRABLES TOO 

  • Strong planning and forecasting skills. 
  • Proficient writing and communication skills. 
  • Project management skills

 

 

Before you apply -
Register now and turn on alerts for jobs like this!

By registering you agree to our terms and conditions.

No thanks, continue to apply