Head of Customer Service
Pubblicato il 04-08-2026 - Mezzi di comunicazione / TV / Radio in Italia
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, budgeting, and capac