Support Analyst

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 organizations 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 organizations, we are driven to the deliver the difference for our partners. 

The Role: Support Analyst 
 
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, to resolve and/or escalate to the proper teams for timely responses 

• User account related requests 

• Troubleshoot API and software access issues, 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 inquiries or outages 

Reguired skills: 

• Able to communicate effectively in written and spoken English.  

• 2+ years of experience in customer support, data delivery, or product operations role 

• 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 on simultaneous projects 

• Ability to collaborate cross-functionally with multiple teams across time zones 

• Able to work according to sports schedules, which includes holidays, holiday periods, evenings and weekends 

• High level of time management skills and attention to detail 

Desirable skills: 
 

• Experience in the sports industry is a plus 

• Familiarity with support management software (intercom, zendesk, etc.) 

• French, or any other language would be a plus 

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.