We are currently hiring a B2C Support Supervisors to work within our Customer Service team to help support our clients with End User Management. Our platforms allow content to be activated across multiple B2C Platforms and destinations in a scalable, customisable and extendable way. In 2025 we delivered over 30,000 live sporting & entertainment events across our Video and Data products–we’re proven to provide the world’s most dynamic and interactive digital experiences that are shaping the future of digital streaming.
**This role requires working on shift patterns, including weekends and overnights as we're a 24/7/365 operation.**
**Night shifts can be worked remotely from home.**
**Key Responsibilities**
- Lead & support the customer service team to deliver the highest level of service standards to all Clients & End users.
- Provide fast and accurate customer service.
- Learn our platforms and advanced troubleshooting of our streaming products.
- Monitor customer contact workflows to ensure SLAs are met.
- Acting as an escalation point for the agents third party providers.
- Carry out quality control assessments of work completed by support agents and third-party teams.
- Understanding trends and issues as they surface in real time, and identify ways to reduce the impact on the team and clients
- Verify customer impacting service issues, escalate appropriately in line with standard escalation protocols.
- Create client-based reports, as necessary.
- Document and retain ever-evolving workflows and resolutions.
**Requirements**
**Mandatory**
- 2+ Years management/team lead experience in B2C contact center environment, providing live chat & ticketing support.
- Strong written customer service experience.
- Experience of working with ticketing systems such as Zendesk
- In-depth knowledge of Microsoft Office 365 suite.
- Good analytical & problem-solving skills.
- Technical troubleshooting experience across desktop, mobile & TV devices
**Desirable**
- Effective at managing communications with both internal departments & external vendors.
- Tech savviness – you’re up to date on the latest trends.
- Sports fan, with knowledge of sports websites.
- Comfortable with troubleshooting devices that are not immediately available to hand.
- Customer service, management / team leading qualifications or certifications.
**We’re looking for someone who is:**
- **driven**
to push the boundaries and lead change and performance
- **communicative**
to leave no-one in the dark and to work with your team successfully
- **reliable**
so we know that we can call on you to meet deadlines
- **passionate**
about the latest technologies and standards
- **proactive**
to suggest improvements, identify and fix potential issues
- **solid**
technically speaking, to advise both Clients and internal teams
Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a 'can-do' approach, strong work ethic, integrity, friendliness and attention to detail is crucial.
**Even if you don’t tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.**
*Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.*
**This role requires working on shift patterns, including weekends and overnights as we're a 24/7/365 operation.**
**Night shifts can be worked remotely from home.**
**Key Responsibilities**
- Lead & support the customer service team to deliver the highest level of service standards to all Clients & End users.
- Provide fast and accurate customer service.
- Learn our platforms and advanced troubleshooting of our streaming products.
- Monitor customer contact workflows to ensure SLAs are met.
- Acting as an escalation point for the agents third party providers.
- Carry out quality control assessments of work completed by support agents and third-party teams.
- Understanding trends and issues as they surface in real time, and identify ways to reduce the impact on the team and clients
- Verify customer impacting service issues, escalate appropriately in line with standard escalation protocols.
- Create client-based reports, as necessary.
- Document and retain ever-evolving workflows and resolutions.
**Requirements**
**Mandatory**
- 2+ Years management/team lead experience in B2C contact center environment, providing live chat & ticketing support.
- Strong written customer service experience.
- Experience of working with ticketing systems such as Zendesk
- In-depth knowledge of Microsoft Office 365 suite.
- Good analytical & problem-solving skills.
- Technical troubleshooting experience across desktop, mobile & TV devices
**Desirable**
- Effective at managing communications with both internal departments & external vendors.
- Tech savviness – you’re up to date on the latest trends.
- Sports fan, with knowledge of sports websites.
- Comfortable with troubleshooting devices that are not immediately available to hand.
- Customer service, management / team leading qualifications or certifications.
**We’re looking for someone who is:**
- **driven**
to push the boundaries and lead change and performance
- **communicative**
to leave no-one in the dark and to work with your team successfully
- **reliable**
so we know that we can call on you to meet deadlines
- **passionate**
about the latest technologies and standards
- **proactive**
to suggest improvements, identify and fix potential issues
- **solid**
technically speaking, to advise both Clients and internal teams
Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a 'can-do' approach, strong work ethic, integrity, friendliness and attention to detail is crucial.
**Even if you don’t tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.**
*Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.*
