B2C Support Supervisor
Deltatre
/job-details/6540
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This role sits within Deltatre's B2C Customer Service team, supporting end-user experience across the streaming platforms that delivered more than 30,000 live sporting and entertainment events in 2025. The team operates 24/7 and supports clients in sports, broadcast, and digital entertainment.
As a B2C Support Supervisor you will lead the customer service team during shifts, support agents in meeting agreed SLAs during high-traffic live event windows, and act as the credible escalation point for both internal agents and third-party providers.
*Full-time, shift-based including weekends and overnights. Night shifts can be worked remotely from home — a deliberate flexibility we offer for this role.*
**Responsibilities**
- Lead the customer service team during shifts and support agents in delivering against agreed SLAs
- Hold the credible escalation point for both internal agents and third-party providers during live operations
- Carry out quality control assessments of work completed by support agents and third-party teams
- Read patterns in incoming tickets — spot emerging issues before they become incidents and reduce their impact on team and clients
- Verify customer-impacting service issues and escalate appropriately under standard escalation protocols
- Create client-facing reports on customer service performance as required
- Document and maintain workflows, resolutions, and procedural updates as the operation evolves
- Monitor customer contact workflows to ensure SLA compliance
**Requirements**
You have led a customer service team in a 24/7 operation. You know how to keep agents focused during a major live event, how to write a useful report for a client the next morning, and how to spot the issue that is about to become a pattern.
**Required**
- 2+ years of management or team-lead experience in a B2C contact-centre environment, including live chat and ticketing
- Strong written customer service experience
- Experience with ticketing systems such as Zendesk
- Working knowledge of Microsoft Office 365
- Solid problem-solving and analytical skills
- Comfortable troubleshooting across desktop, mobile, and TV devices
**Valued**
- Effective at managing communications with both internal departments and external vendors
- Familiarity with sports and sports streaming products
- Comfort troubleshooting devices that are not immediately to hand
- Relevant customer service or team-leadership certifications
**Who Thrives Here**
Live event support work is unlike most customer service. The volume is unpredictable, the stakes are real (fans missing a goal because of an issue you did not catch is a different kind of pressure than an e-commerce delivery question), and the difference between a good shift and a bad one often comes down to whether the supervisor noticed something five minutes early.
People who do this work well stay curious about why issues happen, not just how to close the ticket. They build calm into the shift — agents read the supervisor for tone, and a steady supervisor steadies the team. They write clearly, because the next shift handover depends on it.
**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.
As a B2C Support Supervisor you will lead the customer service team during shifts, support agents in meeting agreed SLAs during high-traffic live event windows, and act as the credible escalation point for both internal agents and third-party providers.
*Full-time, shift-based including weekends and overnights. Night shifts can be worked remotely from home — a deliberate flexibility we offer for this role.*
**Responsibilities**
- Lead the customer service team during shifts and support agents in delivering against agreed SLAs
- Hold the credible escalation point for both internal agents and third-party providers during live operations
- Carry out quality control assessments of work completed by support agents and third-party teams
- Read patterns in incoming tickets — spot emerging issues before they become incidents and reduce their impact on team and clients
- Verify customer-impacting service issues and escalate appropriately under standard escalation protocols
- Create client-facing reports on customer service performance as required
- Document and maintain workflows, resolutions, and procedural updates as the operation evolves
- Monitor customer contact workflows to ensure SLA compliance
**Requirements**
You have led a customer service team in a 24/7 operation. You know how to keep agents focused during a major live event, how to write a useful report for a client the next morning, and how to spot the issue that is about to become a pattern.
**Required**
- 2+ years of management or team-lead experience in a B2C contact-centre environment, including live chat and ticketing
- Strong written customer service experience
- Experience with ticketing systems such as Zendesk
- Working knowledge of Microsoft Office 365
- Solid problem-solving and analytical skills
- Comfortable troubleshooting across desktop, mobile, and TV devices
**Valued**
- Effective at managing communications with both internal departments and external vendors
- Familiarity with sports and sports streaming products
- Comfort troubleshooting devices that are not immediately to hand
- Relevant customer service or team-leadership certifications
**Who Thrives Here**
Live event support work is unlike most customer service. The volume is unpredictable, the stakes are real (fans missing a goal because of an issue you did not catch is a different kind of pressure than an e-commerce delivery question), and the difference between a good shift and a bad one often comes down to whether the supervisor noticed something five minutes early.
People who do this work well stay curious about why issues happen, not just how to close the ticket. They build calm into the shift — agents read the supervisor for tone, and a steady supervisor steadies the team. They write clearly, because the next shift handover depends on it.
**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.
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