Head of Customer Service (12 months maternity cover)

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.

*This is a 12-month contract role covering maternity leave. Office attendance 2 days a week is required.*

**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 capacity planning
- Contribute to the design and evolution of group-wide B2C operations
- Stay current with industry trends and feed insight back into operational practice

**Commercial**

- Collaborate with the commercial and sales-engineering teams during pre-sales — providing operational realism to proposed service solutions
- Contribute to pricing model definition
- Identify and surface up-sell / cross-sell opportunities through the client engagement lifecycle

Requirements

You have run customer service operations of this complexity before. You know what makes a service desk effective and what makes it slowly fall apart. You can hold client relationships and team relationships simultaneously, and you can do this without flinching when something goes wrong at midnight during a live event.

**Required**

- Minimum 10 years' experience in customer service, with at least 5 years leading a team of 15+
- Demonstrated experience running customer service in a digital or OTT environment, ideally live sport or time-critical subscription services
- Working knowledge of Zendesk (or equivalent ticketing platforms)
- Experience managing distributed and remote teams across time zones
- Available for out-of-hours and weekend coverage as required by global operations
- Willingness to travel periodically

**Valued**

- Experience working with third-party support providers as well as internal teams
- Familiarity with pricing model conversations and pre-sales engagement
- Background in subscription or platform economics
- Experience scaling support operations through automation or process improvement

**Who Thrives Here**

This is a role for someone who has done it before. The operation runs at the scale where every shift handover and every live event has consequences for real users, real clients, and real revenue. People who do this work well combine operational steadiness with calm authority — they know what they will accept and what they will not, and they make those judgements visible to the team.

A successful Head of Customer Service at Deltatre tends to be honest with clients (better to say what is possible than to oversell what is not), patient with people development (you are explicitly here to leave the team stronger), and protective of the team's focus when external pressure mounts. The work matters most at the moments when things are going wrong.

**Process and what to expect**

- **Introductory conversation:**
this is a step for us to get to know each other better, and for us to answer all questions you might have around Deltatre.
- **1-hour Technical round of Interview:**
we will deep dive on your experience and collect examples of the responsibilities you’ve been dealing with in your past experience. It will be a chance do deep dive on the role and for you to ask questions.
- **1-hour Competency Based Interview:**
we are going to ask you some situational questions around how you deal with real-life scenarios at work. Easier doing it, more than explaining it!

*If any of these formats would be difficult for you, tell us — we adjust regularly and can usually accommodate.*

*Accessibility and accommodation questions are welcome at any stage. Tell us what would work for you.*