Join a central Ops team that keeps Genius running smoothly - empowering our teams to focus on what they do best: driving the business forward.
THE ROLE:
As a Customer Support Analyst, you’ll be a core part of our mission to go above and beyond for our clients. You’ll handle day-to-day support operations, manage inbound client requests, and work closely across multiple internal departments to keep our customer operations running smoothly and to the highest quality. This is the perfect role for someone who is an effective multi-tasker, self-starter, and critical thinker—someone who thrives on collaboration and has a passion for problem-solving.
WHAT YOU’LL DO:
Manage the support queue for inbound customer requests, resolving or escalating issues to the relevant teams for timely responses.
Troubleshoot basic API inquiries and software access issues, gathering information to escalate to engineering teams.
Maintain customer distribution lists and playbooks for communicating outages and delivery-related updates.
Coordinate with game-day operational teams and System Support Engineers on all game-day related inquiries or outages.
WHAT YOU’LL BRING:
Strong communication skills: able to communicate effectively in both verbal and written English.
Customer support expertise: previous experience in customer support, data delivery, or product operations roles.
Technical awareness: experience working with software platforms and troubleshooting technical issues.
Organizational skills: ability to prioritize, manage, and execute on simultaneous projects with strong attention to detail.
Cross-functional collaboration: comfortable working with multiple teams across time zones.
Flexibility: willingness to work according to sports schedules, including evenings, weekends, and holiday periods.
Time management: excellent ability to manage workload and deliver under pressure.
DESIRABLE SKILLS:
Experience in the sports industry.
Familiarity with support management software (e.g., Zendesk).
Additional languages (French or others) are a plus.
We enjoy an ‘office-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location.
As well as a competitive salary and range of benefits, we’re committed to supporting employee wellbeing and helping you grow your skills, experience and career.
One team, being brave, driving change
We strive to create an inclusive working environment, where everyone feels a sense of belonging and the ability to make a difference.
Let us know when you apply if you need any assistance during the recruiting process due to a disability.
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