Head of Customer Service

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78coqa

Head of Customer Service (12 months contract)
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, budgeting, and capacity planning
- Contribute to the design and evolution of group‑wide B2C operations
- Stay current with industry trends

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78coqa