Customer Technical Support Manager

Who are we?

We at Track160 believe that every football (soccer) team and player deserve to make use of the same high-quality data solutions currently available only to the few elite clubs!

Track160's optical tracking SaaS platform is the only fully automated solution providing football (soccer) clubs and academies with highly accurate tactical video, performance data, and sports science data, all in one product suite. While others require multiple, expensive, cameras setup and manual labor to operate; we leverage AI and Deep Learning techniques and only one off-the-shelf camera set at a single viewpoint, to achieve the highest FIFA EPTS standard.

So come on board:

Track160 is growing fast and looking for a Customer Technical Support Manager

  • Manage the customer support team ( 7 people and growing)

  • Support users across Track160 products via phone, chat, email, web, and social media.

  • Help to manage our 24/7 work hours and workforce planning

  • Work closely with Quality Assurance and Training to coach, mentor, and develop individual team members

  • Develop and track performance metrics

  • Investigate and resolve escalated customer issues.

  • Review all technical support-related processes and documentation for continuous improvement.

  • Our support team works in shifts and you will need to be on call for them, in case help is needed.

Requirements:

  • At least 2 years of experience as a Technical Support, Escalation Engineer, or a similar role.

  • At least 2 years experience in a management role in a SAAS / Web company

  • Excellent analytical, troubleshooting, and problem-solving skills with strong hands-on experience.

  • Strong communication skills and excellent English.

  • Problem-solving attitude and out-of-the-box thinking.

  • passion for Football - a big advantage

  • programming/scripting skills - a big advantage

Nice to have:

  • passion for Football - a big advantage

  • programming/scripting skills - a big advantage

Come Work With Us

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