At a Glance
- Tasks: Lead global customer service operations for major sports streaming platforms.
- Company: Join Deltatre, a leader in digital sports solutions.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic role with opportunities for travel and collaboration across time zones.
- Why this job: Make a real impact in a fast-paced environment supporting millions of users.
- Qualifications: 10+ years in customer service, with 5+ years leading large teams.
The predicted salary is between 60000 - 75000 £ per year.
This role reports to the VP B2B & B2C Support and leads Deltatre's global customer service operations across B2C end‑user platforms. The team supports millions of end users across major sports streaming and digital products — multiple clients, multiple time zones, 24/7 operational rhythm.
The work spans three concentric circles:
- At the operational core: running the day‑to‑day customer service operation across global projects and clients, meeting SLAs and quality benchmarks, managing relationships with clients on a regular cadence.
- Around that: leading the people who do the work — the internal team plus third‑party providers — through training, supervision, and continuous improvement.
- And outwards: shaping the strategic direction of customer service at Deltatre, including pre‑sales contribution, pricing model input, and the evolution of group‑wide customer service approach.
Responsibilities
- Run day‑to‑day global customer service operations across multiple projects, clients, and sports.
- Monitor and report on SLAs, KPIs, and the customer metrics that matter to each client.
- Manage the B2C team and third‑party support providers, ensuring training, quality control, and consistent service delivery.
- Own the relationship with Zendesk (or comparable ticketing) and the knowledge management systems that support agents.
- Provide second‑line and supervisory support during live operations.
- Take responsibility for quality of output, operational efficiency, and project profitability.
Stakeholder and business operations
- Hold senior client relationships with appropriate cadence — reports, reviews, escalation.
- Coordinate cross‑functional collaboration with engineering, product, and commercial teams.
- Manage operational costs, budgeting, and capacity planning.
- Contribute to the design and evolution of group‑wide B2C operations.
- Stay current with industry trends and feed insight back into operational practice.
Commercial
- Collaborate with the commercial and sales‑engineering teams during pre‑sales — providing operational realism to proposed service solutions.
- Contribute to pricing model definition.
- Identify and surface up‑sell / cross‑sell opportunities through the client engagement lifecycle.
Requirements
- Minimum 10 years' experience in customer service, with at least 5 years leading a team of 15+.
- Demonstrated experience running customer service in a digital or OTT environment, ideally live sport or time‑critical subscription services.
- Working knowledge of Zendesk (or equivalent ticketing platforms).
- Experience managing distributed and remote teams across time zones.
- Available for out‑of‑hours and weekend coverage as required by global operations.
- Willingness to travel periodically.
- Experience working with third‑party support providers as well as internal teams.
- Familiarity with pricing model conversations and pre‑sales engagement.
- Background in subscription or platform economics.
- Experience scaling support operations through automation or process improvement.
Who Thrives Here
This is a role for someone who has done it before. The operation runs at the scale where every shift handover and every live event has consequences for real users, real clients, and real revenue. People who do this work well combine operational steadiness with calm authority — they know what they will accept and what they will not, and they make those judgements visible to the team. A successful Head of Customer Service at Deltatre tends to be honest with clients (better to say what is possible than to oversell what is not), patient with people development (you are explicitly here to leave the team stronger), and protective of the team's focus when external pressure mounts. The work matters most at the moments when things are going wrong.
Process and what to expect
- Introductory conversation: this is a step for us to get to know each other better, and for us to answer all questions you might have around Deltatre.
- 1‑hour Technical round of Interview: we will deep dive on your experience and collect examples of the responsibilities you’ve been dealing with in your past experience. It will be a chance to deep dive on the role and for you to ask questions.
- 1‑hour Competency Based Interview: we are going to ask you some situational questions around how you deal with real‑life scenarios at work. Easier doing it, more than explaining it!
- If any of these formats would be difficult for you, tell us — we adjust regularly and can usually accommodate. Accessibility and accommodation questions are welcome at any stage. Tell us what would work for you. We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process.
Depending on the role this normally includes a written test and interview.
Head of Customer Service (12 months contract) employer: Deltatre
Deltatre is an exceptional employer, offering a dynamic work environment that thrives on innovation and collaboration. With a strong focus on employee development, we provide ample opportunities for growth within our global customer service operations, ensuring that every team member is equipped to excel in their role. Located in the United Kingdom, our culture promotes inclusivity and flexibility, making it an ideal place for professionals seeking meaningful and rewarding careers in the fast-paced world of sports streaming and digital products.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service (12 months contract)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Deltatre.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Deltatre. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Head of Customer Service (12 months contract)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Deltatre.
How to prepare for a job interview at Deltatre
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Deltatre's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Deltatre offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
