Operations Manager, Customer Service at Sporty Group

South Africa

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Online Gaming, Sports Betting, EntertainmentIndustries

Requirements

Fluency in both spoken and written English
Bachelor’s or Master’s degree in business, marketing, economics, or a related field
Customer Service Management experience across tech / fintech / gaming industry is an advantage
Excellent communication, interpersonal, and problem-solving skills
Strong leadership, motivation, and management skills, with the ability to lead and mentor a team of customer service representatives
Strong analytical and decision-making skills, with the ability to use data and metrics to drive improvements in customer service operations
Demonstrated ability to effectively manage customer feedback and resolve customer issues
Experience with customer service technology and tools, including CRM and support ticketing systems

Responsibilities

Develop, implement, and manage customer service strategies to increase the quality and efficiency of support to our customers as well as nurturing existing processes globally
Monitor customer feedback to identify areas for improvement measured by customer satisfaction, effectiveness, efficiency and quality
Recruit, manage, lead, and motivate a team of global managers and customer service professionals, ensuring the team delivers the best support experience to our end users
Define and monitor business and process metrics to measure and manage customer service effectiveness including individual scorecards
Improve existing processes resulting in increased customer satisfaction and reducing resolution times, correspondence, customer complaints and ensuring the team have the knowledge to effectively handle customer inquiries and complaints
Collaborate with cross-functional teams to resolve customer issues, implement process improvements, whilst maximising customer satisfaction and loyalty
Maintain in-depth working knowledge of the Sporty brands, systems and processes

Skills

Key technologies and capabilities for this role

Customer Service StrategyTeam ManagementProcess ImprovementMetrics AnalysisCustomer Feedback AnalysisRecruitmentLeadershipScorecardsGlobal OperationsStakeholder Collaboration

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, the role is part of a remote-working organization, involving collaboration with stakeholders across the company.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What key skills are required for the Operations Manager role?

Required skills include fluency in English, a Bachelor’s or Master’s degree in business, marketing, economics or related field, excellent communication, interpersonal and problem-solving skills, strong leadership and management skills, and strong analytical and decision-making skills.

What is the company culture like at Sporty Group?

The company is passionate about caring for customers, encouraging excellent communication and time efficiency, and staying up to date with product developments to deliver the best user experience.

What makes a strong candidate for this position?

A strong candidate will have customer service management experience in tech, fintech, or gaming, along with proven leadership in managing global teams and using data to drive process improvements.

Sporty Group

Sports app for news, scores, streaming

About Sporty Group

Sporty.com is a sports app designed for sports enthusiasts, offering features such as sports news, live football scores, live streaming, sports odds, and interactive chat. Users can follow, like, share, and watch sports content without any cost or advertisements, creating a seamless experience. The app targets sports fans who want real-time information and community engagement. Unlike competitors, Sporty.com provides free access to its services, aiming to build a large user base that can be monetized through partnerships and sponsorships in the future. The goal of Sporty.com is to enhance the sports viewing experience while fostering a loyal community of sports fans.

Campbell, CaliforniaHeadquarters

2013Year Founded

VENTURE_UNKNOWNCompany Stage

Consumer Software, EntertainmentIndustries

51-200Employees

Benefits

Quarterly Bonus

Flexible Work Hours

Paid Vacation

Annual Company Retreat

Risks

Resource allocation to Sociable Soccer may divert focus from Sporty.com's core offerings.

Technical integration of Sociable Soccer may affect user experience on Sporty.com.

Unified login system poses potential cybersecurity risks if not properly managed.

Differentiation

Sporty.com offers a free, ad-free sports app experience, unlike many competitors.

The app provides interactive features like chats with football legends, enhancing user engagement.

Sporty.com integrates live scores, streaming, and sports news in one seamless platform.

Upsides

Acquisition of Sociable Soccer expands Sporty Group's reach into the gaming sector.

Partnerships with sports organizations enhance content and provide monetization opportunities.

Growing demand for real-time sports information boosts Sporty.com's user base.

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