Sporty Group is a consumer internet and technology business with unrivaled sports media, gaming, social and fintech platforms that serve millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passi...
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As the Operations Manager, Customer Service at Sporty, you’ll be responsible for owning the customer service strategies for products used by millions of daily global users. You'll collaborate with talented stakeholders across our remote-working organisation to establish clear and measurable goals, ensuring Sporty are delivering the best experience to end users, and continue to improve on existing processes globally.We are passionate about caring for our customers, encouraging excellent communication and time efficiency. We ensure we are up to date with our latest product development in the Sporty ecosystem so we are able to offer the best experience.
What you’ll be doing
Develop, implement, and manage customer service strategies to increase the quality and efficiency of support to our customers as well as nurturing existing processes globally
Monitor customer feedback to identify areas for improvement measured by customer satisfaction, effectiveness, efficiency and quality
Recruit, manage, lead, and motivate a team of global managers and customer service professionals, ensuring the team delivers the best support experience to our end users
Define and monitor business and process metrics to measure and manage customer service effectiveness including individual scorecards
Improve existing processes resulting in increased customer satisfaction and reducing resolution times, correspondence, customer complaints and ensuring the team have the knowledge to effectively handle customer inquiries and complaints
Collaborate with cross-functional teams to resolve customer issues, implement process improvements, whilst maximising customer satisfaction and loyalty
Maintain in-depth working knowledge of the Sporty brands, systems and processes
What you’ll bring
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 across tech / fintech / 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 of customer service representatives
Strong analytical and decision-making skills, with the ability to use data and metrics to drive improvements in customer service operations
Demonstrated ability to effectively manage customer feedback and resolve customer issues
Experience with customer service technology and tools, including CRM and support ticketing systems
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