Full Remote Opportunity
Role: Live Operations Manager (Head of Customer Support)
Sport Analytics & Betting – previous experience in the industry is a strong plus
Language: Fluent English required
A dynamic and forward-thinking Start-up in the sports analytics and betting industry is aiming to revolutionize the sports data sector by expanding its product offerings globally and delivering innovative betting solutions. The organization is heavily technology-driven and focused on data.
The company is seeking a Live Operations Manager (Head of Customer Support) to build and lead a dedicated customer support team operating 24/7. This is an operational leadership role focused on establishing and managing a fast, effective, and technologically advanced support service. It is not a commercial or sales-oriented Customer Success role.
Hiring, training, and managing Customer Support agents to ensure 24/7 coverage with an efficient shift system
Implementing and managing ticketing and live chat systems (e.g., Maintaining strong focus on service quality, customer satisfaction, and rapid response times
Proven experience in Customer Support roles, ideally with leadership or operational management responsibilities
Ability to build, motivate, and manage a team with 24/7 shift coverage
Expertise in ticketing and live chat platforms, and familiarity with AI/bot technologies applied to customer support
Strong analytical skills to interpret interaction data and improve processes and tools
Customer-focused mindset with high standards for service quality
Flexibility to work varied hours to cover shifts and handle emergencies
Fluent English required; Italian language skills are a plus but not mandatory
Fully remote role with flexible hours to support work-life balance
Candidates who are hands-on operational leaders ready to build and scale a world-class customer support function are encouraged to apply.