Head of Customer Service

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/77zwpy

Head of Customer Service (12 months contract)

Si candidi tempestivamente È previsto un elevato volume di candidati per il ruolo descritto di seguito, non aspetti a inviare il suo CV.
Broadcast & Live Operations
Italy
Position
This role reports to the VP B2B & B2C Support and leads Deltatre's global customer service operations across B2C end‑user platforms. The team supports millions of end users across major sports streaming and digital products — multiple clients, multiple time zones, 24/7 operational rhythm.

The work spans three concentric circles. At the operational core: running the day‑to‑day customer service operation across global projects and clients, meeting SLAs and quality benchmarks, managing relationships with clients on a regular cadence. Around that: leading the people who do the work — the internal team plus third‑party providers — through training, supervision, and continuous improvement. And outwards: shaping the strategic direction of customer service at Deltatre, including pre‑sales contribution, pricing model input,



and the evolution of group‑wide customer service approach.

Responsibilities
Customer service operations

Run day‑to‑day global customer service operations across multiple projects, clients, and sports

Monitor and report on SLAs, KPIs, and the customer metrics that matter to each client

Manage the B2C team and third‑party support providers, ensuring training, quality control, and consistent service delivery

Own the relationship with Zendesk (or comparable ticketing) and the knowledge management systems that support agents

Provide second‑line and supervisory support during live operations

Take responsibility for quality of output, operational efficiency, and project profitability

Stakeholder and business operations

Hold senior client relationships with appropriate cadence — reports, reviews, escalation

Coordinate cross‑functional collaboration with engineering, product, and commercial teams

Manage operational costs, budgeti

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/77zwpy