Customer Care Specialist – 1st Level Support (m/f/d)

Company Description

We’re the world’s leading sports technology company, at the intersection between sports, media, and betting. More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on our know-how and technology to boost their business.

Job Description

ABOUT US:

We are looking for a Customer Support Analyst to join our international Customer Support team based in Ljubljana, SI. The Customer Support Analyst will provide our corporate key clients with an exceptional B2B customer experience by supporting their needs along the most critical touchpoints of the customer journey. You’ll enjoy this role if you love helping others, solving problems, being the internal advocate for our customers and by this creating long-term customer relationships.

Our award-winning, certified Customer Support teams directly impact business goals through providing feedback to business, product development teams, operations and driving customer success.

THE CHALLENGE:

• Become an expert on Sportradar’s products and services.
• Communicates well and works closely together with multiple stakeholders and teams while advocating for “best in class” customer experiences.
• Quickly and efficiently respond to and resolve customer queries through chat, ticket system, phone and email.
• Supervision of internal support related processes and tasks reporting.
• Incorporate and share customer feedback to advocate for the customer.
• Monitor internal system and service health status and proactively report deviances to the appropriate teams.
• Escalate critical service and technical issues to the appropriate channel and take ownership.
• Taking over support related projects, initiatives and their independent processing.
• Increase customer service experience and satisfaction through providing excellent, proactive and personal customer support.

ABOUT YOU:

• BS in Computer Science, Business Administration or a related field; equivalent experience acceptable.
• Demonstrated success interfacing with high profile clients and providing exceptional customer service.
• Exceptional written and verbal communication skills, with an emphasis on communicating highly technical and complex topics to a non-technical audience.
• A passion for sports is beneficial but not required.
• Ability to multi-task and maintain high attention to details.
• Proactive self-starter with strong time management and organizational skills.
• Willingness to work in shifts.
• Ability to solve problems logically and critically.
• A good understanding and working knowledge of the internet, technical concepts (e.g. you understand terms like XML, API, browser, cache, HTML).

OUR OFFER:

• A collaborative environment with colleagues from all over the world (Engineering offices in Europe, Asia and US) including various social events and teambuilding.
• Ability to shape your own workday and career via a clearly defined professional and personal development plan.
• Opportunity to develop yourself within an inspiring and fast-growing company with our Career framework possibilities.
• Vibrant and inclusive community, including Women in Tech and Pride groups which welcome all participants.
• Global Employee Assistance Programme.
• Calm and Reulay app (managing stress, maintaining focus, improving sleep, building resilience).
• Online training videos.
• Flexible working hours.

While we appreciate the flexibility and benefits of working from home, we strongly believe that coming together in person fosters stronger connections, encourages collaboration, and drives innovation—both as individuals and as a company. The energy, shared ideas, and team support we experience in the office strengthen the foundation of our success and culture. For this reason, we are an office-first business operating on a hybrid model, with team members working in the office three days a week to build relationships, exchange ideas, and grow together.

OUR RECRUITMENT PROCESS:

• Initial Screening: A quick chat with our Talent Acquisition Partner to understand your background and expectations.
• One Interview: Meet with the Hiring Manager.
• Technical Assessment: A short (home) task to showcase your technical skills.
• Finals Steps: Receive feedback and, if successful, an offer!

Additional Information

At Sportradar, we celebrate our diverse group of hardworking employees. Sportradar is committed to ensuring equal access to its programs, facilities, and employment opportunities. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We encourage you to apply even if you only meet most of the requirements (but not 100% of the listed criteria) – we believe skills evolve over time. If you’re willing to learn and grow with us, we invite you to join our team!