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    Customer Support Team Leader - Hoboken, United States - theScore Inc.

    theScore Inc.
    theScore Inc. Hoboken, United States

    1 week ago

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    Description

    ** Customer Support Team Leader (9am-6pm Onsite)**

    **Job Category****:** Operations **Requisition Number****:** CUSTO01511 Showing 1 location **Job Details**

    **Description**

    empowers millions of sports fans through its digital media and sports betting products. Its media app is one of the most popular in North America, delivering fans highly-personalized live scores, news, stats, and betting information from their favorite teams, leagues, and players. The Companys sports betting app delivers an immersive and holistic mobile sports betting experience and is currently available to place wagers in New Jersey, Colorado, Indiana and Iowa. Publicly traded on the Nasdaq and Toronto Stock Exchange (SCR), theScore also creates and distributes innovative digital content through its web, social and esports platforms.

    **Summary:**

    Were searching for a sports-minded Team Leader for our newly formed Customer Support team in Hoboken, NJ. Customer Support Team Leaders are responsible for ensuring that we deliver nothing less than a world-class experience for our customers, by promoting and supporting an inclusive environment where all opinions matter. The CS Team Leader supervises and mentors a team of CS Associates while driving a highly engaged, performance-driven culture. This role is perfect for you if youre highly motivated, approachable and enjoy creating a fun and exciting work environment where employees love coming to work

    **Responsibilities:**

    ? Supervises, plans, and manages functions related to Customer Support. Oversees and directs the day-to-day activities of a team of Customer Support Associates in a multi-channel, call center environment.

    ? Building and maintaining a performance-driven, highly engaged culture.

    ? Participates in employee hiring, training, monitoring and mentoring. Prepares and delivers performance evaluations, improvement plans and all disciplinary actions as required.

    ? Reviews and analyzes all multi-channel reports to determine appropriate staffing levels while maintaining a laser focus on service level metrics and KPIs that measure the success of our Customer Support operations.

    ? Identify and aggregate any knowledge and performance gaps within the team to be included in training initiatives & knowledge base resources.

    ? De-escalate and resolve supervisory level escalations and provide guidance and feedback to team members as needed.

    ? Investigates and provides feedback on issues assigned by leadership.

    ? Communicate with IT to assist in resolving employee systems and connectivity issues that can impact performance.

    ? Acts as a source of information and subject matter expert for all areas supported by Customer Support.

    ? Ensure adherence to theScore HR and Compliance policies, and all SOPs.

    ? Perform other related duties as required.

    **Requirements:**

    ? Bachelor's degree education or equivalent work experience.

    ? Proven experience as a call center supervisor or similar leadership position.

    ? Experience in customer service is essential.

    ? Exceptional verbal & written communication skills

    ? Knowledge of call center technology and telephony platforms

    ? Knowledge of performance evaluation procedures

    ? Excellent organizational and leadership skills

    ? Ability to work in a fast-paced environment with targeted deadlines.

    ? Extensive sports knowledge, particularly with regards to the four major professional sports leagues.

    ? Knowledge of sports wagering would be helpful.

    ? Experience using iPhone and Android devices on the daily basis.

    ? Able to work evenings, weekends, and holidays as required.

    **What We Offer:**

    ? Competitive salary with Employee Share Purchase Plan.

    ? Comprehensive Benefits package.

    ? Fun, relaxed work environment.

    ? Education and conference reimbursements.

    ? Located in Hoboken, NJ, easily accessible by mass transit.

    ? Snacks and drinks provided.

    ? Top of the line office hardware.

    ? Opportunity for personal career growth and advancement

    *theScore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to*

    *race, color, religion, gender, gender identity or expression, sexual orientation, national origin,*

    *genetics, disability or age.*

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Licenses & Certifications**

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