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For Companies At a Glance
- Tasks: Lead a dynamic customer service team across multiple countries, managing queries and enhancing user experience.
- Company: Join Clubspark, a global platform supporting major sports organisations like the Lawn Tennis Association and USTA.
- Benefits: Enjoy a collaborative work environment with opportunities for career growth and flexible working hours.
- Why this job: Be part of a fast-paced team that values innovation and customer satisfaction in the sports industry.
- Qualifications: Experience in a client-facing team lead role, with knowledge of Zendesk and HubSpot preferred.
- Other info: Clubspark promotes diversity and inclusion, making it an exciting place to grow your career.
The predicted salary is between 36000 - 60000 £ per year.
The Clubspark platform supports venues and coaches in sports including tennis, football (soccer), basketball, cricket, squash, triathlon, and athletics. Our global clients include some of the most famous sports organizations in the world like Lawn Tennis Association, England Cricket Board, England Athletics, USTA, Tennis Canada, Tennis Australia, Tennis NZ, the International Tennis Federation and many more.
The Role
We are looking for an experienced customer service team lead to manage our team (currently 7), who are based in the UK, Australia, and USA. The Customer Service team is responsible for all aspects of service/fault ticket management; user queries; onboarding and new packages upgrades. The role would be ideal for someone who is looking for further career development with increased autonomy and responsibility in a collaborative, friendly, and fast-paced work environment.
The service operates core hours of 9am-5am (Mon-Fri) plus providing support across an out-of-hours (weekend) rota alongside members of our technology team.
About You
- Team motivator with great communication skills and an open and transparent approach to colleague and customer engagement
- Highly organized and someone with a clear vision using a practical and flexible solution-based approach to building process and management structures, whilst staying focused on consistent high-level activity outcomes
- Highly customer-centric and always willing to go the extra mile for our clients
- Great at seeing the big picture but will deep dive into the detail and be ‘hands-on’ to get things done
- Always learning, staying relevant and offering your ideas, insight, and tips
Skills, knowledge & experience required:
Key Responsibilities
- Day to day management of our customer service team, working through the country team leaders
- Effective review and assessment of activity management processes
- Regular SLA/KPI reporting for the CS team – acting on insights, resolutions, and improvements as required
- Assess; understand and develop self-service support collateral/processes to reduce the number of user “How Do I” tickets
- Internal owner of the Zendesk system and key Hubspot stakeholder user/manager
- Liaison/activity management and ‘go-to’ team lead contact with key internal teams: Relationship/Account Managers; Product; Platform and Technology project managers
- Lead the scaling of our customer service operation to meet business growth
- Develop and promote service excellence standards to reduce the escalation of tickets to our Platform technical team
- Effective handling of increasing numbers of inbound user enquiries for service enhancements/orders.
- Deliver new initiatives to increase customer satisfaction and service efficiency
- Support the team to organize and deliver engaging presentations, product webinar training sessions, and demonstrations
Knowledge & Experience
- Proven experience working in a similar client-facing team lead role
- Direct knowledge and experience of the following systems: Zendesk, HubSpot & JIRA.
- Good Excel and computer skills (e.g. BI report tools / Google workspace / Zoom etc.)
- Experience developing and implementing effective self-service processes
- Excellent communication and presentation skills
- Solutions focused, incredibly organized and collaborative team player
- Familiarity with sports technology and software platforms
- Interest in or previous experience working in Sports
- Previous experience working in a global Company or software Company
Clubspark is proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.
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Customer Service Operations Manager employer: Sportlabs Technology
Contact Detail:
Sportlabs Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Operations Manager
✨Tip Number 1
Familiarise yourself with the Clubspark platform and its key clients. Understanding their needs and how our customer service team supports them will give you an edge in interviews, showing your genuine interest in the role.
✨Tip Number 2
Highlight your experience with customer service tools like Zendesk and HubSpot. Be prepared to discuss specific examples of how you've used these systems to improve service efficiency or customer satisfaction in your previous roles.
✨Tip Number 3
Demonstrate your leadership skills by sharing instances where you've successfully managed a team or project. Emphasise your ability to motivate others and drive results, as this is crucial for the Customer Service Operations Manager role.
✨Tip Number 4
Stay updated on trends in sports technology and customer service best practices. Showing that you're proactive about learning and adapting will resonate well with us, especially since we value continuous improvement and innovation.
We think you need these skills to ace Customer Service Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Emphasise any previous roles where you managed a team or improved service processes, especially in a global or tech environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for sports and customer service. Mention specific examples of how you've gone the extra mile for clients and how your skills align with the responsibilities outlined in the job description.
Highlight Relevant Skills: In your application, clearly outline your experience with systems like Zendesk and HubSpot. Discuss your proficiency in data reporting and how you've used these tools to enhance customer service operations.
Showcase Your Team Leadership: Provide examples of how you've motivated and developed teams in the past. Highlight your communication skills and your approach to fostering a collaborative work environment, as these are key attributes for the role.
How to prepare for a job interview at Sportlabs Technology
✨Showcase Your Leadership Skills
As a Customer Service Operations Manager, you'll be leading a team. Be prepared to discuss your previous leadership experiences, how you motivate your team, and any specific strategies you've used to improve team performance.
✨Demonstrate Your Customer-Centric Approach
This role requires a strong focus on customer satisfaction. Share examples of how you've gone the extra mile for clients in the past and how you plan to maintain high service standards in this position.
✨Familiarise Yourself with Relevant Tools
Knowledge of Zendesk, HubSpot, and JIRA is crucial. Make sure you can discuss your experience with these tools and how you've used them to enhance customer service operations in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle challenging situations. Think of specific scenarios where you've successfully resolved customer issues or improved processes, and be ready to share those stories.
