Customer Support Supervisor

We’re the world’s leading sports technology company, at the intersection between sports, media, and betting. More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on our know-how and technology to boost their business.

ABOUT US:

Come join a global sports organization during a period of significant growth and transformation. We are looking for a Customer Support Supervisor to join our international Customer Support Team based in Las Vegas, Nevada, U.S. The Customer Support Supervisor will provide our cooperating key clients with an exceptional B2B customer experience by supporting their needs along the most critical touchpoints of the customer journey.

As a member of Sportradar’s global Customer Care organization, you’ll work closely with multiple product units, regions, and other key stakeholders to create the best customer experience for our clients by assessing, identifying, recommending, and implementing continuous improvement projects and related strategies. You’ll enjoy this role if you are passionate about satisfying customers, love solving problems while being the internal advocate for our customers, and creating long-term customer relationships.

Our award-winning and certified teams directly impact business goals by providing feedback to the business, product development teams, and operations, as well as driving customer success.
 

THE CHALLENGE:

• Supervise our talented Las Vegas-based US Customer Care analyst team, providing day-to-day mentorship, training, and development to ensure quality standards are achieved.
• In partnership with the global Customer Care management team, create work schedules and plan appropriate coverage for sporting events worldwide.
• Ensure customer concerns are resolved professionally while fulfilling agreed SLA targets.
• Foster a performance-driven culture, providing direction, goals, and feedback to the analysts.
• Ensure the team responds to customer inquiries, complaints and requests for information leveraging Sportradar’s library of reference guides, policies, and procedures.  Occasionally, may interact directly with customers as the first point of escalation for challenging cases.
• Communicate with other departments and Customer Care management to resolve problems, expedite work, and make recommendations to improve processes.
• Assist in hiring, onboarding, training, and developing the analyst team.
• Create and provide daily, weekly, and monthly KPI reports.
• Coach Customer Care analysts in communication and problem-solving, including email, chat, and phone interactions, needed to achieve customer satisfaction.
• Maintain in-depth working knowledge of the company’s products, systems, standards, and processes.
• Participate in international projects and responsibilities on a need basis.
   

ABOUT YOU:

• BS in Computer Science, Business Administration, or a related field; equivalent experience acceptable.
• 3+ years of relevant work experience in a customer experience position, ideally in a B2B company.
• Exceptional written and verbal communication skills, with an emphasis on communicating highly technical and complex topics to a non-technical audience.
• Excellent English skills both written and oral
• Ability to manage multiple projects simultaneously in a deadline-driven, fast-paced environment and solve problems logically and critically.
• Proactive self-starter with strong time management and organizational skills. 
• Ability to multi-task and maintain high attention to details.  
• A good understanding and working knowledge of the internet, technical concepts (e.g. you understand terms like XML, API, browser, cache, HTML)
• Willingness to work in shifts.
• Demonstrated success interfacing with high profile clients and providing exceptional customer service.
   

OUR OFFER

• A collaborative environment with colleagues from all over the world (Engineering offices in Europe, Asia and US) including various social events and teambuilding. 
• Ability to shape your own workday and career via a clearly defined professional and personal development plan. 
• Opportunity to develop yourself within an inspiring and fast-growing company with our Career framework possibilities. 
• Vibrant and inclusive community, including Women in Tech and Pride groups which welcome all participants. 
• Global Employee Assistance Programme. 
• Calm and Reulay app (managing stress, maintaining focus, improving sleep, building resilience). 
• Online training videos. 
• Flexible working hours. 

OUR RECRUITMENT PROCESS:

• Initial Screening: A quick chat with our Talent Acquisition Partner to understand your background and expectations. 
• Technical Assessment: A short (home) task to showcase your technical skills. 
• Two Technical Interviews: Meet with the Technical team and later with the Hiring Manager to dive into your solution, as also discuss team fit. 
• Finals Steps: Receive feedback and, if successful, an offer! 

Pay Range: $55,000 - $65,000
Sportradar intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors including but not limited to experience, qualifications, and location. Base pay is just one component of the Total Rewards that Sportradar provides to compensate and recognize employees for their work. Sportradar offers best-in-class benefits such as a comprehensive benefits package, performance bonus program, equity stock purchase and 401k contribution. Please consult with your recruiter to learn more as all benefits are subject to eligibility requirements.

Make the team: Join us and shape your future as well as ours!

Sportradar intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors including but not limited to experience, qualifications, and location. Base pay is just one component of the Total Rewards that Sportradar provides to compensate and recognize employees for their work. Sportradar offers best-in-class benefits such as a comprehensive benefits package, performance bonus program, equity stock purchase and 401k contribution. Please consult with your recruiter to learn more as all benefits are subject to eligibility requirements.

At Sportradar, we celebrate our diverse group of hardworking employees. Sportradar is committed to ensuring equal access to its programs, facilities, and employment opportunities. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We encourage you to apply even if you only meet most of the requirements (but not 100% of the listed criteria) – we believe skills evolve over time. If you’re willing to learn and grow with us, we invite you to join our team!