Customer Service Operations Manager - London - Sportlabs Technology

    Sportlabs Technology
    Sportlabs Technology London

    20 minutes ago

    Default job background
    Description

    The Clubspark platform supports venues and coaches in sports including tennis, football (soccer), basketball, cricket, squash, triathlon, and athletics. Our global clients include some of the most famous sports organizations in the world like Lawn Tennis Association, England Cricket Board, England Athletics, USTA, Tennis Canada, Tennis Australia, Tennis NZ, the International Tennis Federation and many more.

    The Role

    We are looking for an experienced customer service team lead to manage our team (currently 7), who are based in the UK, Australia, and USA. The Customer Service team is responsible for all aspects of service/fault ticket management; user queries; onboarding and new packages upgrades. The role would be ideal for someone who is looking for further career development with increased autonomy and responsibility in a collaborative, friendly, and fast-paced work environment.

    The service operates core hours of 9am-5am (Mon-Fri) plus providing support across an out-of-hours (weekend) rota alongside members of our technology team.

    About You

    • Team motivator with great communication skills and an open and transparent approach to colleague and customer engagement
    • Highly organized and someone with a clear vision using a practical and flexible solution-based approach to building process and management structures, whilst staying focused on consistent high-level activity outcomes
    • Highly customer-centric and always willing to go the extra mile for our clients
    • Great at seeing the big picture but will deep dive into the detail and be 'hands-on' to get things done
    • Always learning, staying relevant and offering your ideas, insight, and tips

    Skills, knowledge & experience required:

    Key Responsibilities

    • Day to day management of our customer service team, working through the country team leaders
    • Effective review and assessment of activity management processes
    • Regular SLA/KPI reporting for the CS team - acting on insights, resolutions, and improvements as required
    • Assess; understand and develop self-service support collateral/processes to reduce the number of user "How Do I" tickets
    • Internal owner of the Zendesk system and key Hubspot stakeholder user/manager
    • Liaison/activity management and 'go-to' team lead contact with key internal teams: Relationship/Account Managers; Product; Platform and Technology project managers
    • Lead the scaling of our customer service operation to meet business growth
    • Develop and promote service excellence standards to reduce the escalation of tickets to our Platform technical team
    • Effective handling of increasing numbers of inbound user enquiries for service enhancements/orders.
    • Deliver new initiatives to increase customer satisfaction and service efficiency
    • Support the team to organize and deliver engaging presentations, product webinar training sessions, and demonstrations

    Knowledge & Experience

    • Proven experience working in a similar client-facing team lead role
    • Direct knowledge and experience of the following systems: Zendesk, HubSpot & JIRA.
    • Good Excel and computer skills (e.g. BI report tools / Google workspace / Zoom etc.)
    • Experience developing and implementing effective self-service processes
    • Excellent communication and presentation skills
    • Solutions focused, incredibly organized and collaborative team player
    • Familiarity with sports technology and software platforms
    • Interest in or previous experience working in Sports
    • Previous experience working in a global Company or software Company

    Clubspark is proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.


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Customer service operations manager