Operations Manager, Customer Service

Title: Operations Manager, Customer Service

Location: South Africa

Type: Full-time

Workplace: remote

Category: Fcom Operations

Job Description:

Sporty Group

 

Partnered with some of the World’s greatest Champions including Real Madrid FC, Michael Essien and Eder Militao, we’re on the lookout for some Champions of our own to be a part of the 'Top Ranked Fastest Growing and Most Successful Online Gaming Brand in the World'. Home to SportyBet, SportyTV, Sporty.com, Football.com and the newly launched SportyFM, we continue to lead with innovation and exclusive sports content.

 

Sporty is expanding and we're building the world's go to platform for everyday entertainment.

 

About the role:

          

As the Operations Manager, Customer Service at Sporty, you’ll be responsible for owning the customer service strategies for products used by millions of daily global users. You'll collaborate with talented stakeholders across our remote-working organisation to establish clear and measurable goals, ensuring Sporty are delivering the best experience to end users, and continue to improve on existing processes globally.We are passionate about caring for our customers, encouraging excellent communication and time efficiency. We ensure we are up to date with our latest product development in the Sporty ecosystem so we are able to offer the best experience.

 

What you’ll be doing

 

• 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

What you’ll bring

• 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

What’s In It For You

 

 Sporty is a remote first company in pursuit of sustainability

 A competitive salary + individual performance based bonuses every quarter

 20 days annual leave + public holidays

 Our core working hours are 10am-3pm in your local time zone with flexibility outside of this

 South African employment contract

 Referral bonuses & flash bonuses

 Top of the line equipment

 Annual company retreats to provide great internal networking opportunities

 

Personalised Support

 

We’re committed to making our recruitment process accessible to everyone. If you need any adjustments or accommodations during the application or interview process, please let us know.

 

Your Move

 

If you're excited about this role, even if you don't meet every requirement, we'd still love to hear from you. We understand candidates may hesitate to apply if they don't meet all requirements, however your unique perspective is what helps us innovate and grow together.

 

If you're interested, we encourage you to apply! Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.