Role : Live Operations Manager (Head of Customer Support)Industry : Sport Analytics & Betting – previous experience in the industry is a strong plusBudget : 45KA 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 systemImplementing and managing ticketing and live chat systems (e.g., Zendesk), integrated with AI bots for first-level response and triageContinuously analyzing customer inquiries and feedback to optimize processes, update FAQs, bots, and operational guidelinesCoordinating communication among clients, traders, technical teams, and suppliers to effectively manage bugs, incidents, and complex requestsCollaborating with Product Owners and development teams to refine and prioritize technical tickets and ensure timely resolutionMaintaining strong focus on service quality, customer satisfaction, and rapid response timesIdeal CandidateProven experience in Customer Support roles, ideally with leadership or operational management responsibilitiesAbility to build, motivate, and manage a team with 24 / 7 shift coverageExpertise in ticketing and live chat platforms, and familiarity with AI / bot technologies applied to customer supportStrong analytical skills to interpret interaction data and improve processes and toolsExcellent communication, organizational, and problem-solving abilitiesCustomer-focused mindset with high standards for service qualityFlexibility to work varied hours to cover shifts and handle emergenciesFluent English required; Italian language skills are a plus but not mandatoryWhy Join?Opportunity to work in a dynamic startup environment with high growth potentialJoin an international team of experienced professionalsFully remote role with flexible hours to support work-life balanceWork within an innovation-driven culture where ideas have real impactEngage with cutting-edge technology in the sports and betting sectorCandidates who are hands-on operational leaders ready to build and scale a world-class customer support function are encouraged to apply.
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