Product Services Agent (Part-time)

  • Genius Sports Group
  • New York, NY, USA
  • 22 May, 2023
Part time Customer Service

Job Description

A bit about us 

Do you want to join one of the world’s fastest growing sports technology companies? 

Genius Sports is at the epicentre of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties. 

We’re looking for enthusiastic and ambitious people to join our talented team.  

If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us.  

We put trust in our people to deliver the difference for our clients around the worldIt’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports. 

 

Love sports and love digital games? Then you will love working on the fan engagement team! 

We specialize in building & operating digital fan engagement products - fantasy and predictor games, trivia, polling and more. We work with leading media companies and sports bodies all around the world, including the NFL, MLB, NewsUK, AFL and FIFA, just to name a few

What you will be doing, primarily

  • Providing customer support for our fans (users of the games we build) via our customer support platform (Zendesk), for our products. This typically involves answering their questions and trying to understand if there are real issues we need to investigate further.  
  • Monitoring our products during live matches and events to ensure there are no issues (games are operating as expected), and escalate issues when they appear. 
  • Perform dedicated testing of our products (basically playing the games we build!). 

What do we offer? 

  • Exposure to all aspects of the business, allowing you to learn and develop valuable skills 
  • The opportunity for you to complete various tasks across the group to provide you with experience in various areas of interest (when you’re not performing your primary support duties of course) 
  • Potential to build relationships & experience to gain long term opportunities within Genius 

The Team 

You will be reporting through the Customer Support Lead Product Integrity Team and working with a global team of other Producers/Product Managers, Account Managers, User Experience (UX) Specialists, Designers, Developers, Quality Assurance (QA) & other Support staff. 

Who You Are

  • A student or someone looking to get involved in sports tech with part time work   
  • Lover of sports and the use of digital platforms
  • authentic, enthusiastic and proactive in nature
  • Able to prioritise tasks effectively & and work within a team  
  • Ready to wear multiple hats when necessary to ensure you can support where most needed 
  • Able to work with remote teams and co-workers and adapt to various styles of communication 
  • Empathetic and conscious of tone of voice while providing users with articulate and helpful responses
  • Happy to work unusual hours given the nature of the sports industry that we serve 

Requirements

  • Willingness to work a fluctuating schedule with some hours outside of common business hours that can shift throughout the year 
  • Ability to work at least one weekday shift AND one weekend shift each week 
  • Ability to do additional shifts during busy periods e.g. EPL season start in the UK, NFL season start in the US, AFL/NRL season start in Australia.  

 

What’s in it for you? 

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.   

How we work 

We have adapted a forward-thinking ‘Ways of Working’ framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role. 

Our employees are empowered to stretch the boundaries of what’s achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses.  

Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, different abilities or disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other applicable status). Please let us know when you apply if you need any assistance during the recruiting process due to a disability.