Technical Support Team Lead

STATSCORE! 

We are one of the world's leading companies in the field of providing innovative products for the sports industry. We collect, organize and deliver high-quality sports data helping sports enthusiasts, media and betting organizations achieve their goals. We connect people through what we do and create a better world for sports, every single day!  

PRODUCTS? 

All of our products are built in-house and are strictly related to sport. We are serving our customers with in-play live visualizations, as well as sports statistics widgets and raw data provided by our SportsAPI. All the features are created by using new technologies and the best practices around the process of software development. 

WHAT ROLE WILL YOU TAKE ON A TEAM? 

Join us and contribute to the innovation and growth of the sports-tech and data industries. As a highly motivated and experienced Team Leader, you will be an integral part of our CFT group, responsible for planning, coordinating and leading activities across the entire support lifecycle. Your role will involve ensuring successful cooperation with our partners, mentoring and assisting team members and optimizing workflows. If you are passionate about sports and technology and possess exceptional leadership skills, we invite you to join our team! 

YOUR RESPONSIBILITIES:

• Team Leadership & Management:
• Lead, mentor and manage a team of customer support representatives.
• Ensure timely and effective resolution of client inquiries and issues.
• Monitor team performance and implement necessary improvements to achieve KPIs.
• Provide continuous feedback and development opportunities to team members.
• Process Development:
• Design and implement support protocols and workflows to optimize efficiency.
• Establish onboarding processes for new team members to ensure a high level of service from the outset.
• Develop and document standard operating procedures (SOPs) for common customer support scenarios.
• Client Interaction & Escalation:
• Serve as the main point of contact for high-priority or escalated client issues.
• Maintain close relationships with key clients, ensuring their needs are met promptly and thoroughly.
• Industry Expertise:
• Leverage your sports betting industry knowledge to provide informed, accurate support.
• Stay updated on industry trends to anticipate client needs and challenges.
• Availability & Flexibility:
• Be available for extended working hours to support our global client base, in the case of an emergency, respond quickly to incidents etc.
• Manage team shifts to provide around-the-clock support where necessary.
• Cross-functional Collaboration:
• Work closely with Customer Success, Product and Technical teams to ensure seamless client integration and support experiences.
• Provide feedback to the Product team on recurring issues or feature requests to improve client satisfaction.

OUR EXPECTATIONS:

• Proven experience in a customer support leadership role, preferably in a SaaS or sports betting environment.
• Solid understanding of the sports betting industry (experience working for a sports betting company is a significant advantage).
• Excellent communication and interpersonal skills.
• Strong organizational skills, with the ability to multitask and prioritize effectively under pressure.
• High level of availability and flexibility to work outside of standard hours.
• Experience in building and implementing support protocols and processes from the ground up.
• Ability to work in a fast-paced, high-pressure environment.

TEAM & WORKING CONDITIONS: 

• Annual performance bonus 
• Private medical care 
• Life insurance
• Lunch cards 
• Sport cards 
• Professional training & courses + English language courses 
• Integration events, family picnics 
• Additional days off for: birthdays, volunteer work 
• Employee referral program 
• Fruits / coffee / tea / drinks 
• Fun office activities in our leisure zone such as: table football, play station, board games, darts, billard
• Welcome pack 
• All the equipment you need (laptop, extra-monitor, headphones), you only have to bring your talent! 
• Salary ranges CoE: 9 500 – 16 000 PLN gross

RECRUITMENT PROCESS: 

There are 3 short stages ahead of you:

• Screening - phone/video call (30 min. in Polish) 
• Interview - video call with Head of Support (60 min. in Polish) 
• Final interview with Hiring Manager - video call with Head of Support (60 min. in English)