Customer Support Team Lead

7 days ago

Hoboken, New Jersey, United States theScore Inc. Full time

**Job Summary**

We are seeking a highly motivated and experienced Customer Support Team Lead to join our team at theScore Inc. in Hoboken, NJ. As a key member of our Customer Support team, you will be responsible for leading a team of Customer Support Associates and driving a highly engaged, performance-driven culture.

**Key Responsibilities**

• Supervise, plan, and manage functions related to Customer Support, overseeing and directing the day-to-day activities of a team of Customer Support Associates in a multi-channel, call center environment.

• Build and maintain a performance-driven, highly engaged culture, fostering an inclusive environment where all opinions matter.

• Participate in employee hiring, training, monitoring, and mentoring, preparing and delivering performance evaluations, improvement plans, and disciplinary actions as required.

• Review and analyze multi-channel reports to determine appropriate staffing levels, maintaining a laser focus on service level metrics and KPIs that measure the success of our Customer Support operations.

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

• De-escalate and resolve supervisory level escalations, providing guidance and feedback to team members as needed.

• Investigate and provide feedback on issues assigned by leadership.

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

• Act 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 and 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 a daily basis.

• Ability 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.

**Equal Opportunity Employer**

theScore Inc. 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.

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