Open Positions at Sporty Group

About the role:         

• As the Manager of Payment Operations at Sporty, you’ll be responsible for owning the payment operations strategies whilst providing leadership and expertise in the field of payments for our products used by millions of daily global users. You'll collaborate with talented stakeholders across our remote-working organisation to work on improvements, optimisation initiatives, and integrations to ensure the best payment experience for our customers.We are passionate about caring for our customers and 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

• Define, own, and manage core payment operations, core metrics including our KPIs in the area of payment acceptance rates, payment performance, conversion, compliance, cost, and more
• Oversee the development and implementation of comprehensive fraud prevention and risk management strategies, policies, and procedures to safeguard the organisation's assets and minimise financial losses
• Continuously analysing market trends across the payment space in order to increase the quality and efficiency of our customers experience
• Monitor business and process metrics in order to identify solutions and deliver improvements related to core metrics and KPIs
• Oversee the investigations of suspected fraudulent activities, ensuring timely and thorough analysis of data, documentation, and evidence
• Collaborate with cross-functional teams including product and engineering to solve local challenges and deliver enhanced CX
• Recruit, manage, lead, and motivate a team of professionals, ensuring the team builds and maintains a deep understanding of our technology and customers
• Assess and manage changing payment landscapes and evolving industry trends whilst remaining current on all changes to regulations and systems
• Ensuring the payments team are remaining current on industry trends
• Establish and revise policy, enforcing and implementing compliance directives, reviewing system enhancements, and assessing operational needs
• Ensure end user issues are resolved in a timely manner
• Manage, recruit and train a team of payment specialists across different geographies
• Act as a primary POC with network partners to resolve ongoing production issues

What you’ll bring

• Fluency in both written and spoken English
• Bachelor’s or Master’s degree in Finance or a related field
• Advance knowledge of global payment systems, region specific rules and regulations
• Payment operations experience across tech / fintech / gaming industry is an advantage
• Proven experience in fraud, risk, KYC, investigation, and risk management
• Expert experience managing, leading and building a wider team
• Strong analytical and decision-making skills, with the ability to use data and metrics to drive improvements in payment operations
• Experienced owning and and solving complex payment issues
• Understanding of Compliance and Risk Awareness 

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About the role:          

• 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