Senior Operations Customer Service

Posted Sep 24

Senior Operations Customer Service & Transformation Lead

Sporty's sites are some of the most popular on the internet, consistently staying in Alexa's list of top websites for the countries they operate in.

We are looking for a Senior Customer Service & Experience Transformation Lead to join our dynamic and growing Operations department here at Sporty. This is an exciting role which offers the opportunity to be at the centre of contributing to SportyBet and consistently delivering a world class customer service experience.

In this role you will be responsible for leading multiple customer service desk teams providing critical support to SportyBet customers. You’ll create a working environment where customer service teams feel empowered and engaged in delivering a world-class experience for every customer contact, leading to long term commercial growth for the business. 

Responsibilities

  1. Responsible for customer service experience transformation by defining a ‘path to green’ for key customer journey processes, owning the framework and prioritisation of the matrix to drive impactful user-experience improvements by the SportyBet Product development team
  2. Overall accountability for designated customer service teams, specifically, the delivery of key business & customer metrics and the overall experience our customers and team members receive
  3. Drive improvements in customer experience by ensuring all quality framework commitments are delivered upon whilst creating a coaching environment geared around growth and development
  4. Collaborate and drive with cross functional stakeholders in the Operations & Product team on initiatives to measure and improve customer experience
  5. Provide effective management of all escalated issues and continuous improvement of business processes
  6. Contribute to the provision of world class customer experience through analysis of key customer service processes and customer touch points, making recommendations on how we can deliver user experience improvements
  7. Team motivation and performance evaluation, including conformity to SportyBet policies, procedures and processes
  8. Support the smooth onboarding of new geographies into the SportyBet customer service model

Core Competencies

  1. Inspirational leader with previous experience of delivering results in a fast paced customer focused environment, maximising the efficiency and performance of off-shore teams
  2. Ability to drive process improvements to improve customer journeys and a strong operational background and understanding of contact centre metrics and practices
  3. Considerable experience establishing relationships across countries and cultures to enable effective delivery of customer service initiatives and goals
  4. Experience of driving a high performance and coaching culture
  5. Ability to apply judgement and make recommendations based on analysis of quantitative and qualitative information

Requirements

  1. Degree qualified with a minimum 8 years management experience in an international customer service environment
  2. Excellent written and verbal communication skills coupled with strong listening and critical reasoning skills
  3. Proactive, confident, energetic and able to work under pressure with a positive attitude
  4. Demonstrable leadership experience, self starter and ability to work independently when required
  5. Previous experience of delivering customer journey optimisation and process improvements in a customer service context
  6. Problem solving and decision making skills along with cross functional collaboration expertise
  7. Proficiency with using the Google Drive 

Benefits

  • Quarterly performance bonuses
  • Flexible working hours
  • Top-of-the-line equipment
  • Education allowance
  • Referral bonuses
  • 28 days paid annual leave
  • Highly talented, dependable co-workers in a global, multicultural organisation
  • Our teams are small enough for you to be impactful
  • Our business is globally established and successful, offering stability and security to our Team Members

Our Mission

Our mission is to be an everyday entertainment platform for everyone

Our Operating Principles

1. Create Value for Users

2. Act in the Long-Term Interests of Sporty 

3. Focus on Product Improvements & Innovation 

4. Be Responsible 

5. Preserve Integrity & Honesty 

6. Respect Confidentiality & Privacy 

7. Ensure Stability, Security & Scalability 

8. Work Hard with Passion & Pride

Working at Sporty

The top-down mentality at Sporty is high performance based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results. 

As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to. 

We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.