At a Glance
- Tasks: Manage live operations and ensure smooth delivery of interactive experiences for partners.
- Company: Join in Live, a dynamic company transforming audience engagement in sports and entertainment.
- Benefits: Competitive salary, bonus potential, equity options, and covered travel expenses.
- Other info: Flexible hybrid working with opportunities for career growth and exciting challenges.
- Why this job: Be at the forefront of live events, making a real impact on audience engagement.
- Qualifications: Experience in customer success or live ops, with strong organisational and communication skills.
The predicted salary is between 35000 - 40000 £ per year.
Join in Live helps rights holders, broadcasters, clubs and brands keep the conversation in their own ecosystem — making the phone a companion, not a distraction. We run interactive “Buffs” (polls, predictions, quizzes, ratings, chat and leaderboards) alongside live sport and entertainment, and turn that engagement into sponsor-ready reporting and audience insight.
We’re looking for a Customer Success Manager (Live Ops) to make sure every pilot and rollout runs smoothly, delivers measurable results, and turns into repeat business.
What you’ll do:
- Own partner onboarding and delivery: scope the trial, agree success metrics, plan the run‑of‑show, and get everything ready for matchday/showday.
- Run live operations: coordinate pre‑event checks, manage the live dashboard, keep the experience flowing, and troubleshoot calmly when things don’t go to plan.
- Produce sponsor‑ready reporting: participation, time‑in‑experience, engagement insights, what worked/what didn’t, and clear recommendations for the next event.
- Be the “voice of the partner” internally: capture feedback, translate it into clear requirements, and work with our product/engineering team (delivered via devBlink AI) to improve the platform.
- Help turn pilots into case studies: support light client comms, success stories, and repeatable “pilot‑in‑a‑box” playbooks.
What we’re looking for:
- Experience in customer success, account management, implementation, live ops, digital production, or running time‑sensitive online experiences (sport/media is a plus).
- Excellent organisation and written communication (you can turn messy notes into a clean plan and a clear report).
- Calm under pressure: you’re steady when things go live.
- Comfortable with data: you can interpret engagement metrics and explain them in plain English to non‑technical stakeholders.
- Strong stakeholder management: you can deal confidently with commercial, product and operational people on the partner side.
Nice to have (not essential):
- Experience in sports media, broadcast, streaming, events, fan engagement, or ad/sponsorship activation.
- Familiarity with moderation, community tooling, or brand safety for live experiences.
- Comfort working across time zones (some partners may be outside the UK).
Working pattern:
- Hybrid: mostly remote, with regular London meetings.
- Flexibility required: some events happen evenings/weekends (we plan around this and time‑off is balanced).
Package:
- Salary: £35,000–£40,000 depending on experience, plus bonus and potential equity/options.
- Equipment and travel covered for agreed meetings/events.
Customer Success Manager (Live Ops) in London employer: Join in Live
Join in Live is an exceptional employer that fosters a dynamic and collaborative work culture, where innovation thrives and every team member's contribution is valued. With a hybrid working model based in London, employees enjoy the flexibility of remote work while engaging in regular face-to-face meetings, ensuring strong team cohesion. The company prioritises employee growth through hands-on experience in live operations and offers competitive compensation packages, including bonuses and equity options, making it an attractive choice for those seeking meaningful and rewarding careers in the fast-paced world of sports and entertainment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (Live Ops) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Join in Live. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Join in Live before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (Live Ops) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Join in Live:Your cover letter is your chance to shine! Tell us why you want to work at Join in Live specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Join in Live!
How to prepare for a job interview at Join in Live
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
