Head of Technical Support

3 dni temu

Katowice, Silesia, Polska STATSCORE Pełny etat

LOCATION:
Węglowa 9 Katowice (Hybrid work)

TYPE OF CONTRACT
: Full time (Employment contract)

SALARY:
16 000 – PLN gross

STATSCORE
We are one of the world's leading companies in the field of providing innovative products for the sports industry. We collect, organize and deliver high-quality sports data helping sports enthusiasts, media and betting organizations achieve their goals.

We connect people through what we do and create a better world for sports, every single day

PRODUCTS?
All of our products are built in-house and are strictly related to sport. We are serving our customers with in-play live visualizations, as well as sports statistics widgets and raw data provided by our SportsAPI. All the features are created by using new technologies and the best practices around the process of software development.

WHAT ROLE WILL YOU TAKE ON A TEAM?
The Head of Technical Support will be responsible for leading, scaling, and optimizing LSports' global support organization.

You'll manage teams across multiple regions, drive operational excellence, ensure top-tier service for our customers, and partner closely with Product, R&D, QA, and Customer Success teams to maintain data accuracy and product reliability.

This is a leadership role for someone who combines deep technical understanding, customer empathy, and a passion for building structured, data-driven processes that deliver measurable impact.

Your Responsibilities

  • Lead and mentor global Tier-1 and Tier-2 technical support teams.
  • Define and execute the overall support strategy, including KPIs, SLAs, and continuous improvement goals.
  • Ensure high-quality customer interactions and consistent communication standards.
  • Oversee the ticketing ecosystem (Zendesk/Freshdesk), automation, and integrations with tools such as Jira, Salesforce, and Tableau.
  • Collaborate with Product and Dev teams to analyze issue trends, bug reports, and customer feedback.
  • Drive proactive monitoring, root-cause analysis, and reporting on recurring issues.
  • Own CSAT, response time, and resolution metrics across all support tiers.
  • Develop onboarding, documentation, and enablement processes for both internal teams and customers.
  • Represent the Support organization in cross-departmental projects and leadership forums.

OUR EXPECTATIONS

  • 8+ years of experience in Technical Support, including at least 4 years in a management role.
  • Proven experience leading global, multi-tiered support teams.
  • Strong technical background — familiarity with APIs, data feeds, SQL, RabbitMQ, monitoring systems, and web technologies.
  • Experience working in a SaaS or data-driven B2B environment (sports tech or betting industry – a major advantage).
  • Excellent analytical, communication, and leadership skills.
  • High sense of ownership, accountability, and customer focus.
  • Fluent in English (both written and spoken).

RECRUITMENT PROCESS
The Entire Process Will Take Up To 2.5 Hours

  • Screening – online meeting (30 min)
  • Interview with Hiring Manager – online meeting (60 min)
  • Final interview with Technical Managers – online meeting (60 min)

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