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Описание: |
Team in UA is looking for a Head of Support to own and lead a customer support and live operations team. This role is for a team supporting one of Team in UA’s clients, DSC Video. You’ll be responsible for building, managing, and continuously improving a 24/7 support team that delivers world-class service to our customers and partners.
This is a hands-on leadership role. You’ll set the strategy and standards for support operations while staying close enough to the work that you can step in during critical moments. You’ll be the person accountable for meeting our support SLAs and ensuring that when live events are on the line, our team delivers.
Responsibilities
* Lead and manage the support organisation, including Support Shift Leads and Technical Support Agents
* Build, grow, and develop the support team with a focus on hiring, onboarding, coaching, and performance management
* Establish and maintain the shift rotation to ensure consistent 24/7 coverage
* Define, document, and enforce support processes, playbooks, and best practices
* Own platform and response time SLAs: tracking, reporting, and ensuring we meet our commitments
* Step in to cover shifts as needed during periods of high demand, incidents, or team gaps
* Work cross-functionally with engineering, integrations, and commercial teams to manage escalations and drive performance and process improvements
* Identify operational risks and opportunities, surfacing insights from support data to inform product and business decisions
* Establish feedback loops between support and engineering to address recurring issues and improve platform reliability
* Champion a culture of accountability, continuous improvement, and customer-first thinking
Requirements
* Proven experience leading a technical support or live operations team, ideally in a 24/7 environment
* Track record of building and scaling support functions including hiring, training, and developing team members
* Strong understanding of SLA management, including defining metrics, tracking performance, and driving accountability
* Comfortable with technical concepts and able to engage credibly on streaming, APIs, and integrations
* Excellent communication skills, able to represent support at a senior level internally and externally
* Highly organised with strong operational instincts and attention to detail
* Willingness to be hands-on when the situation demands it, including covering shifts
Nice to Have
* Experience working cross-functionally with engineering, product, and commercial teams
* Familiarity with support tooling, ticketing systems, and incident management platforms
* Background in platform-as-a-service or B2B2C business models
About DSC Video
DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.
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