Customer Support Team Lead (Dragon)

A bit about us 

Do you want to join one of the world’s fastest growing sports technology companies? 

Genius Sports is at the epicenter 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

We are looking for a Customer Support Team Lead to oversee and guide a team supporting our Dragon product, which serves leagues and federations. This is a leadership role focused on delivering high-quality support, maintaining communication standards, and ensuring customer satisfaction.As the Team Lead, you will manage day-to-day support operations and serve as the go-to person for escalations and process improvements. Your team will handle customer inquiries, triage technical issues, and ensure timely resolution or escalation to the appropriate teams, all while upholding strict SLAs and providing clear, professional communication.

Responsibilities:

• Lead and support a team of Customer Support Analysts in Tallinn and Medellin handling inquiries related to the Dragon product and related Second Spectrum deliverables.
• Ensure timely and effective responses to customer queries, maintaining a high standard of service and meeting defined SLAs.
• Oversee the triage process: guide the team in asking the right questions to understand the issue and escalate appropriately when needed.
• Monitor team performance and provide regular coaching and feedback.
• Collaborate with cross-functional teams (Product, Engineering, Operations) to address customer needs and improve support workflows.
• Drive continuous improvement by identifying recurring issues and proposing solutions or enhancements.
• Ensure clear documentation and internal knowledge sharing to support consistent handling of cases.

Requirements:

• Proven experience in a customer support leadership role, ideally within a tech environment.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Ability to lead, motivate, and develop a distributed support team.
• Experience working with support tools and CRMs; familiarity with SLA metrics and escalation processes.

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.  

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.