Full Remote Opportunity
* Role: Live Operations Manager (Head of Customer Support)
* Industry: Sport Analytics & Betting – previous experience in the industry is a strong plus
* Budget: 45K
* 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.
Key responsibilities include:
* 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., Zendesk), integrated with AI bots for first-level response and triage
* Continuously analyzing customer inquiries and feedback to optimize processes, update FAQs, bots, and operational guidelines
* Coordinating communication among clients, traders, technical teams, and suppliers to effectively manage bugs, incidents, and complex requests
* Collaborating with Product Owners and development teams to refine and prioritize technical tickets and ensure timely resolution
* Maintaining strong focus on service quality, customer satisfaction, and rapid response times
Ideal Candidate
* 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
* Excellent communication, organizational, and problem-solving abilities
* 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
Why Join?
* Opportunity to work in a dynamic startup environment with high growth potential
* Join an international team of experienced professionals
* Fully remote role with flexible hours to support work-life balance
* Work within an innovation-driven culture where ideas have real impact
* Engage with cutting-edge technology in the sports and betting sector
Candidates who are hands-on operational leaders ready to build and scale a world-class customer support function are encouraged to apply.