Senior Manager - Customer Support

‍About ScorePlay

Our mission is to transform the way sports brands manage, leverage and license their media content. Founded in 2021, ScorePlay is the first AI-powered end-to-end media workspace designed for sports. We've co-constructed a software that helps sports organizations index, manage, distribute, and monetize their videos, live broadcasts and photos on a single platform, enabling their visual storytelling and expanding their online reach and brand. We use AI and data to tag content automatically, which can automate and streamline classification, distribution and production, as well as streamlining video broadcast workflows to better connect ecosystems.

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Over 170 sports organizations from around the world, including the Paris 2024 Olympics, the AFCON (CAF), Sacramento Kings (NBA), Swiss Football League, Volleyball World (FIVB & CVC Partnership), West Ham, Aston Villa, Brentford & Wolves (Premier League), Angel City & SD Wave (NWSL), Major League Pickleball, AS Monaco (Ligue 1), Real Sociedad (La Liga), NYCFC & Orlando City SC (MLS), The Amundi Championship (Golf), Freeride World Tour (Ski freestyle) and Stade Rochelais (Top14) use ScorePlay daily to manage and distribute their content.

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We’re growing

ScorePlay is currently recruiting for a Senior Manager - Customer Support to work in our Customer Success team. You will be responsible for the development and on going success of the support function. This role will work closely with Customer Success and Engineering teams.

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At ScorePlay you will be joining a growing company, take ownership and autonomy of your work, and contribute to building a product that changes the sports media landscape. We will provide you with a range of tools here at ScorePlay such as Linear, Notion, Claap and Slack to help you with your work.

The position

ScorePlay is currently recruiting for a Senior Manager - Customer Support, you will be reporting into the Head of Customer Success and working closely with the Customer Success and Engineering teams.

About the Role

ScorePlay is looking for a Senior Manager - Customer Support to build and lead our support team from the ground up, establishing best practices and ensuring top-tier service for our global customers. This is a pivotal role that involves designing and implementing support processes, creating onboarding frameworks, and driving key support metrics.

Why would you want this role?

• Build and lead a new support team
• You will be part of a fast-growing SaaS startup with tremendous market-altering potential
• You will be given significant growth opportunities, with the ability to quickly develop and own part of the team’s work
• Every day you will solve strategic problems - both for customers and for ScorePlay

Responsibilities

Key Responsibilities:

• Support Team Development: Build and manage a new support team, focusing on recruiting, training, and fostering a high-performance environment.
• Process Implementation: Develop general support processes, manage onboarding, and create comprehensive documentation to streamline team workflows.
• Operational Excellence: Track timesheets, on-call schedules, and monitor attrition to ensure optimal team structure and capacity.
• Customer Satisfaction: Track and maintain customer satisfaction metrics, providing insights and improvements based on customer feedback.
• Escalation and Resolution: Oversee complex issue escalation, coordinating with product and engineering teams for efficient resolutions.
• Knowledge Base Management: Maintain and improve customer self-help resources, ensuring content remains up-to-date and effective.

Qualifications:

• Proven experience in a senior support or operations role within a tech company, ideally in a fast-paced startup.
• Strong leadership and team-building skills, with experience implementing support operations from scratch.
• Excellent analytical, organizational, and communication skills.
• Familiarity with support tools, time tracking, and customer satisfaction metrics
• Experience working with technical platforms across at least one of the following: Intercom or Linear or Jira or Zendesk or Logic would be preferable but mandatory.
• Strong knowledge or interest in sports, media/video, and web-based platforms is highly desirable.

This position is fully remote and we welcome candidates located in US or Europe.

Values

• Design thinking: We are rooted in design thinking. We believe in placing the end user at the heart of our creative process, fostering empathy and understanding.
• Ambitious yet accountable: Ambition fuels our drive for excellence, propelling us to set bold goals and embrace challenges. We are determined to push boundaries and our ambition is coupled with a sense of accountability.
• Two way transparency: We believe in two-way transparency where open communication flows freely in both directions – from leadership to team members and vice versa.
• Playful Professionalism: We embody the spirit of playful professionalism, blending a lighthearted approach with unwavering commitment to excellence.
• Autonomous Collaboration: At ScorePlay, we champion autonomous collaboration as a core value that shapes our dynamic and innovative workplace culture.

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If you think you have the right skills and identify with our values, click apply now so we can review your profile.

Diversity Statement:

We aim to attract and welcome candidates from diverse backgrounds and we are committed to providing a positive recruitment process, which respects individuality. We are an equal opportunity employer and do not discriminate on the grounds of race/color, national origin, religion/creed, age, sex/gender, sexual orientation, marital/family/civil status, disability, genetic information or any other protected class or dimension of diversity that is protected under the law.

As we are an international company, our main language in the office is English. Please send a CV in English for this role.