Customer Service Operations Manager

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 organised 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

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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 organised 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
• Bachelor's degree (or equivalent experience) 

Benefits

• Competitive salary, 26 days holiday (+ public holidays)
• Free eye tests, Cycle to work, Life Assurance and Contributory Pension
• ‘Get Active Scheme’ allowance 
• Onboarding allowance (home working equipment)
• Mental Health Sick Day Policy – good mental health is just as important as our physical health!
• Access to a range of fantastic free health and wellbeing (help@hand) services:

○ Unlimited GP appointments

○ Unlimited mental health support 

○ Physiotherapy appointments (up to 8 per year)

○ 360 Wellbeing and lifestyle coaching sessions (up to 6 per year)

○ Access to extensive savings and discounts 

○ A Confidential 24/7 Helpline

○ Employee Voice Service and so much more! 

• Opportunities to learn and focus on your career growth
• Flexible working and remote first environment
• Fantastic coworking office space in Vauxhall with free on-site gym (collaborative workspaces across the country also available) 

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The company is not offering immigration sponsorship for this role.

Further questions and/or application (resume and cover letter) to careers@clubspark.com 

Applicants may be shortlisted and contacted prior to the application process closing.

Clubspark is proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.

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• No recruitment agencies please
• Please attach a copy of your CV/Resume, covering letter and a link to your portfolio (if you have one). If you would like an informal chat about this role please email your contact details.