Customer Support Specialist (French-speaking)

A bit about us

Do you want to join one of the world’s fastest growing sports technology companies? Genius Sports is at the epicentre of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties. We’re looking for enthusiastic and ambitious people to join our talented team. If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us. We put trust in our people to deliver the difference for our clients around the world. It’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports.

The Role

Genius Sports cares deeply about our partners and as a Support Analyst you will be a core component in our mission to go above and beyond for our customers. In this role, you will contribute to our day-to-day support operations by managing external client requests. You will work daily across a variety of internal departments to make sure our customer operations are running efficiently and to the highest quality. This is an ideal job for someone who is an effective multi-tasker, self-starter and critical thinker with keen attention to detail and a passion for working with everyone from clients to internal engineering and business development teams.

Main Responsibilities:

• Manage the support queue for inbound customer requests and escalate to the proper teams for timely responses.
• User accountrelated requests
• Troubleshoot API and software access issues, and gather information for escalating to engineering teams.
• Help maintain internal documentation for common support-related questions.
• Maintain customer distribution lists and communication playbooks for communicating outages and delivery-related communications.
• Communicate with game day operations staff for any game day-related issues or outages.

Required skills:

• Able to communicate effectively in written and spoken English and French.
• 2+ years of experience in customer support, data delivery, or product operations roles.
• Experience working with external clients and partners.
• Experience working with APIs and/or Software Platforms.
• Strong organizational and communication skills with the ability to prioritize, manage, and execute simultaneous projects.
• Ability to collaborate cross-functionally with multiple teams across time zones.
• Able to work according to sports schedule, including holidays, holidays, evenings, and weekends.
• High level of time management skills and attention to detail

What Sets You Apart:

• Experience in the sports industry is a plus.
• Familiarity with support management software (Intercom, Zendesk etc)

What’s in it for you?
As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.

How we work
We have adapted a forward-thinking ‘Ways of Working’ framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role.
Our employees are empowered to stretch the boundaries of what’s achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses.

Second Spectrum, part of 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, different abilities or disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other applicable status). Please let us know when you apply if you need any assistance during the recruiting process due to a disability.