Genius IQ Customer Support Analyst

By bringing together next-gen technology and the finest live data available, Genius Sports is enabling a new era of sports for fans worldwide, delivering experiences that are more immersive, interactive and personalised than ever before. Learn more at geniussports.com.
This role is part of Genius' team that helps sports leagues and teams boost performance on and off the field using cutting-edge tech, analytics, and visual insights.

THE ROLE:

As a Customer Support Analyst, you’ll be a core part of our mission to go above and beyond for our clients, handling day-to-day support operations and managing inbound client requests while collaborating across multiple departments to ensure smooth and high-quality customer operations. In this role, you’ll manage the support queue, resolving or escalating issues as needed, troubleshoot basic API inquiries and software access challenges, and gather key information to share with engineering teams. You’ll also be responsible for maintaining customer distribution lists and playbooks for outage and delivery updates, as well as coordinating with game-day operational teams and System Support Engineers to address any game-day related inquiries or outages. This position is ideal for a proactive multi-tasker and critical thinker who thrives on collaboration and problem-solving.

WHAT YOU’LL BRING:

• Strong communication skills: able to communicate effectively in both verbal and written English.

• Customer support expertise: previous experience in customer support, data delivery, or product operations roles.

• Technical awareness: experience working with software platforms and troubleshooting technical issues.

• Organizational skills: ability to prioritize, manage, and execute on simultaneous projects with strong attention to detail.

• Cross-functional collaboration: comfortable working with multiple teams across time zones.

• Flexibility: willingness to work according to sports schedules, including evenings, weekends, and holiday periods.

• Time management: excellent ability to manage workload and deliver under pressure.

IT WOULD BE A BONUS IF YOU HAVE:

• Experience in the sports industry.

• Familiarity with support management software (e.g., Zendesk).

• Additional languages (French or others) are a plus.
  
  

We enjoy an ‘office-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location.

As well as a competitive salary and range of benefits, we’re committed to supporting employee wellbeing and helping you grow your skills, experience and career. Learn more about how rewarding life at Genius can be at Reward | Genius Sports.

One team, being brave, driving change
We strive to create an inclusive working environment, where everyone feels a sense of belonging and the ability to make a difference. Learn more about our values and culture at Diversity | Genius.

Let us know when you apply if you need any assistance during the recruiting process due to a disability.