Customer Support Executive

A Bit About Us

Genius Sports is the official data, technology and commercial partner that powers the global ecosystem connecting sports, betting and media.

Our mission is to champion a more sustainable sports data ecosystem that benefits all parties - from the rights holder all the way through to the fan.

We are the trusted partner to over 500 sports organisations globally, capturing the highest quality data for many of the world’s largest leagues and federations such as the NFL, NBA, MLB, English Premier League, Serie A, FIBA and the NCAA.

From enabling leagues to take control of their official data, to creating immersive fan experiences for sports, betting and media organisations, we are driven to the deliver the difference for our partners.

What We Do

• Sportstech

Data capture, management and analysis tools that help leagues run their sport, unlock new revenue streams, and protect the integrity of their competitions.

• Video

Fully automated streaming technology, production and distribution services that help showcase sports to the world.  

• Sportsbook

Everything a sportsbook operator needs to manager their operation and grow profits – all powered by the finest live sports data available. 

• Media & Engagement

We help brands and publishers engage and monetise sports fans with personalised campaigns and content they will love. 

Love sport’s and love digital games? Then you will love working at FanHub!

FanHub specialises in building & operating digital fan engagement products - fantasy and predictor games, trivia, polling and more. We work with leading media companies and sports bodies all around the world. Our products cover Football, NFL, Basketball, Tennis, Cycling, AFL, NRL and Rugby and our clients include, the NFL, the NBA, the MLB, NewsUK, Eurosport,  ATP Tour, the AFL and the NRL amongst many others. 

What you will be doing, primarily:

• Providing customer support for our fans (users of the games we build) via our customer support platform (Zendesk), for our products. This typically involves answering their questions and trying to understand if there are real issues we need to investigate further. 
• Monitoring our products during live matches and events to ensure there are no issues (games are operating as expected), and escalate issues when they appear.
• Perform dedicated testing of our products (basically playing the games we build!).

What do we offer?

• When you’re not performing your primary support duties, you will have exposure to all areas of the business, allowing future opportunity to work in our other offices around the world
• The opportunity to work on an exciting range of products with some great clients
• An amazing bunch of people to make coming to work every day something you enjoy

The Team

You will be reporting to the Customer Support Lead and working with a global team of other Producers/Product Managers, Account Managers, User Experience (UX) Specialists, Designers, Developers, Quality Assurance (QA) & other Support staff.

Personal Attributes:

• A love of sports and the use of digital platforms
• An authentic, enthusiastic and proactive nature, along with a strong cultural alignment with our existing team
• Able to prioritise tasks effectively & and work within a team 
• Adaptable to the needs our projects and clients, with the ability to wear multiple hats when necessary to ensure you can support where most needed
• Willingness to work with remote teams and co-workers and adapting to various styles of communication
• Illustrate empathy and be conscious of tone of voice while providing users with articulate and helpful responses
• The ability to work unusual hours when required given the nature of the sports industry that we serve

Requirements:

Although the role is not full time, a willingness to work a schedule with some hours outside of common business hours that can shift throughout the year is required. 

• Ability to work at least one weekday shift AND one weekend shift each week
• Ability to do additional shifts (2 per week) during busy periods e.g. EPL season start in the UK, NFL season start in the US, AFL/NRL season start in Australia. 
• Ability to work a sometimes inconsistent schedule as needs fluctuate throughout the year -

Due to COVID-19 restrictions, we are currently using virtual hiring processes in some locations, so that we can continue hiring great people whilst being mindful of the health of everyone involved in the recruitment process. Please therefore be aware that, among other things, interviews may take place by phone or video, and some new hires may need to be onboarded remotely (e.g. where access to office space is currently restricted). Our Talent Acquisition team will be able to advise of arrangements in relation to specific roles, so please reach out to them with any questions.

Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other status protected by applicable law)