Senior Manager, Customer Support Operations

Summary

Join Underdog, the fastest-growing sports gaming company, as a senior leader in customer service. Strategically oversee the administration, quality assurance, and training functions within the customer service department. Lead initiatives to design and implement comprehensive training and quality assurance programs. Drive continuous improvement by evaluating training effectiveness and identifying skill gaps. Collaborate with senior leadership to ensure alignment with business objectives and company goals. Oversee key administrative functions, leveraging technology to streamline operations and manage QA outcomes. This role offers a competitive salary and a comprehensive benefits package.

Requirements

• Bachelor’s degree in Business Administration, Human Resources, Organizational Development, or a related field, or have equivalent experience
• 5+ years of senior management experience in customer service, training, or quality assurance, with a proven track record of success in designing and implementing scalable programs
• Deep understanding of QA systems, metrics, and continuous improvement practices, with a focus on enhancing service delivery
• Strong leader with exceptional analytical, organizational, and communication skills, capable of managing diverse teams and driving organizational change

Responsibilities

• Strategically oversee the administration, quality assurance, and training functions within the customer service department
• Lead initiatives to design and implement comprehensive training and quality assurance programs that directly impact customer service excellence
• Drive continuous improvement by evaluating training effectiveness, identifying skill gaps, and translating quality assurance insights into actionable strategies
• Collaborate with senior leadership to ensure training and quality programs align with evolving business objectives, industry best practices, and company goals
• Oversee key administrative functions, leveraging technology to streamline operations, track certifications, and manage QA outcomes, ensuring seamless integration across departments

Preferred Qualifications

• Experience with advanced learning technologies and systems for training management, tracking certifications, and quality assurance reporting
• Expertise in cross-functional collaboration, particularly in driving initiatives aimed at improving customer experience and operational efficiencies
• A background in data-driven decision-making, using feedback and performance metrics to optimize training and quality programs
• Knowledge of customer service trends and industry best practices, with the ability to implement innovative strategies that enhance team performance and customer satisfaction

Benefits

• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents