At a Glance
- Tasks: Support and optimise the World Tennis Number and related digital products for national associations.
- Company: Join World Tennis, the global governing body of tennis, dedicated to the sport's growth.
- Benefits: Enjoy a pension scheme, health cash plan, free lunches, and flexible working hours.
- Other info: Collaborative team culture with opportunities for personal and professional growth.
- Why this job: Make a real impact in the tennis world while developing your skills in a dynamic environment.
- Qualifications: Strong communication skills, analytical mindset, and a passion for tennis are essential.
The predicted salary is between 54000 - 66000 £ per year.
World Tennis is the global governing body of tennis.
Founded in 1913, its purpose is to ensure the long-term growth and sustainability of the sport, delivering tennis for future generations in association with its 214 national and regional member associations.
World Tennis oversees the rules and regulations that govern international and national competition.
World Tennis is responsible for the worldwide development of tennis through its highly regarded Development Programme, its Science and Technical department which monitors equipment and technology, and its Officiating department which oversees the education and advancement of officials.
World Tennis is the owner and co-owner of the two largest annual international team competitions in tennis, the Davis Cup and Billie Jean King Cup (BJKC) by Gainbridge and manages the Olympic and Paralympic Tennis Events on behalf of the IOC and IPC.
World Tennis organises over 3,500 weeks of men’s, women’s and junior tournaments on the World Tennis Tour, World Tennis Beach Tour, UNIQLO Wheelchair Tennis Tour and the World Tennis Masters Tour.
World Tennis upholds the highest standards of integrity and is a partner in the International Tennis Integrity Agency.
Overview of Department
The World Tennis Number is an accurate global rating which measures a player's current level of play, helps them celebrate progress, milestones and achievements and encourages players of all ages, genders, standards and abilities to play more.
World Tennis Number is the official rating of the World Tennis Tour, the player pathway to the ATP and WTA professional tours.
The team behind the WTN are extremely passionate, collaborative, and determined to make a positive impact on the tennis landscape.
Overview of the Role
We are looking for a Product Support & Digital Delivery Coordinator to join the Digital World Tennis Number team.
This role combines hands-on product support responsibilities with junior-level product management activities, supporting the ongoing development, optimisation, and delivery of the World Tennis Number to national associations around the world and related digital products.
You will work closely with national associations, players, internal product and delivery teams, and external technology partners to support issue resolution, deliver product insights, and contribute to product planning and delivery.
This role is a key link between, providing customer services support, product support, and product development.
Key Responsibilities
- Manage and resolve player/National Tennis Association issues raised via Zendesk (our customer support platform) relating to WTN and its digital products.
- Validate, investigate, and analyse issues and opportunities across the WTN platform and software.
- Write knowledgebase content and help expand the self-service support portal as a subject matter expert.
- Collaborate with internal, external, and end-user teams on fault diagnosis and resolution.
- Recommend enhancements to product support processes and software to fix issues at the source.
- Support the Product Manager with the WTN roadmap and backlog.
- Help gather and refine product requirements, user stories, and acceptance criteria.
- Use Zendesk data, support interactions, and stakeholder feedback to inform product decisions.
- Support backlog refinement, sprint planning, testing, and releases; lead daily standups with Club Spark.
- Work with engineering, design, and data teams to align product changes with user and business needs.
- Contribute to product documentation, internal comms, and release notes.
- Track product metrics and identify improvement opportunities.
As the needs of the business can evolve rapidly this role may change accordingly, therefore this document should be viewed as guidelines which are subject to change.
You will have
- Strong interpersonal and communication skills are essential, as the role involves a significant amount of liaison with internal and external stakeholders.
- Previous experience using Zendesk advantageous but not essential.
- Ability to write clearly and concisely to effectively convey understanding with both non-technical users and software developers.
- An inquisitive & analytical mind, with the ability to learn new technologies and processes quickly.
- Reliable and highly self-motivated individual with a well organized, methodical approach, with strong attention to detail.
- Ability to understand and respond to different business demands within a diverse and rapidly changing operating environment.
- Experience working within a successful customer service & support environment.
- Experience with managing support desk and knowledgebase software product is desirable but not required.
- Experience working with digital products, software delivery teams, or product management processes is desirable but not required.
- Fluency in French or Spanish is desirable but not essential.
- An interest in tennis! Most users that you'll be working with are tennis players and National Tennis Associations, so an understanding of the sport is advantageous.
What we Offer
- Group personal pension scheme and Life assurance
- Health Cash Plan
- Free lunch when working in the office (up to £9 per day)
- Complimentary healthy snacks and fresh fruit when working in the office
- Ride2Work Scheme
- Working hours: based on 35 hours per week. Normal office hours are 09:00-17:00 Monday to Friday. Flexible working hours possible with core hours of 10am-4pm
A DBS check may be required of the successful applicant.
Equality, diversity & inclusion (EDI) is a fundamental priority for World Tennis.
Our philosophy focusses on embedding inclusive behaviours and processes across every element of our business practices
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Product Support & Digital Delivery Coordinator (12-month FTC) in Richmond employer: World Tennis
World Tennis is an exceptional employer, offering a dynamic work environment in Southwest London that fosters innovation and collaboration. With a strong commitment to employee growth, the company provides comprehensive benefits including a group personal pension scheme, health cash plan, and flexible working hours, all while promoting a culture of equality, diversity, and inclusion. Joining World Tennis means being part of a transformative digital journey in the sport, where your contributions directly impact the future of tennis and its global community.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support & Digital Delivery Coordinator (12-month FTC) in Richmond
✨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 World Tennis.
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✨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!
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We think you need these skills to ace Product Support & Digital Delivery Coordinator (12-month FTC) in Richmond
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 World Tennis.
How to prepare for a job interview at World Tennis
✨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 World Tennis'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 World Tennis 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!
