Tooling & Automation Manager, GameChanger
Customer Support
$110-130k
Offers Equity & Bonus
More information about location
Scorekeeping & statistics app for sports teams
Be an early applicant
Scorekeeping & statistics app for sports teams
201-500 employees
Be an early applicant
$110-130k
Offers Equity & Bonus
More information about location
201-500 employees
Company mission
GameChanger's mission is to help families elevate the next generation through sports.
Role
Who you are
- Proven experience managing support tools, automation processes, and technical integrations within a customer experience or support function
- Strong project management skills, with the ability to lead complex technical projects from concept through execution
- Experience working with the Zendesk API
- Expertise in Zendesk Support, Messaging and Guide products
- Ability to work cross-functionally, liaising with engineering, product, and vendor teams
- Experience implementing CX AI chatbots, as well as chatbot training, improvement, and optimization
- Knowledge of scripting or coding languages (e.g., Python, JavaScript) for more advanced automation initiatives
Desirable
- SaaS and Partnerships Contracts experience
- Educational policy knowledge (K through 12 schools, and colleges) as it relates to sports
- Digital safety & child privacy law knowledge (i.e. COPPA)
What the job involves
- The Tooling and Automation Manager is responsible for optimizing support ticketing workflows to enhance efficiency and ensure seamless customer experience
- This role oversees the CX technology stack, driving the optimal use of all customer support tools
- The manager will lead technical integrations across vendors and internal engineering teams, while also improving and training AI chatbots for better performance through advanced API integrations
- This is a brand new role within GameChanger and will report to our VP of Customer Experience
- Ticketing Workflow Optimization: Analyze and optimize support ticketing processes, identifying opportunities for increased efficiency and automation to improve response times and resolution quality
- CX Tech Stack Ownership: Take full ownership of the customer support tech stack, ensuring all tools and platforms are effectively leveraged to meet CX and CS goals. Regularly evaluate and recommend new technologies or improvements to existing tools to enhance operational performance
- Vendor & Engineering Integration: Collaborate with external vendors and internal engineering teams to ensure seamless integration of support tools, working on technical projects that improve data flow, customer interactions, and overall tool effectiveness
- AI Chatbot Optimization: Manage the performance of the AI chatbot by improving training models, expanding API integrations, and continuously analyzing its effectiveness in solving customer inquiries. Identify opportunities to increase automation, efficiency, and customer satisfaction through advanced bot capabilities
- Technical Leadership: Act as a technical expert and advisor within the customer support organization, providing insights on how to optimize all tools for operational efficiency and improved customer experience
Our take
The competitive nature of sports has always been driven by scorekeeping, and nowadays results are often consumed online. However, for smaller teams it can be difficult to provide this information digitally, as they do not have dedicated web development staff.
GameChanger provides a scorekeeping and statistics platform for sports teams to engage with their fans, that allows viewers to track the progress of a game in real-time similar to with professional sports. The company also embeds a live-streaming service into the platform to facilitate remote viewing, helping to increase audience engagement.
Whilst some sports teams already stream events on platforms such as Twitch and Youtube, most do not have the technical resources to achieve this. GameChanger has recognized this gap in the market, providing a simple yet unified platform for sports scoreboards and streaming, providing a fair opportunity for any team to maximize their community engagement.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Mar 2014
$6.8m
SERIES B
Nov 2011
$1m
SERIES A
Total funding: $10.5m
Company benefits
- Unlimited Vacation - Take time off work and travel the world. Enjoy unlimited vacation time.
- Remote Work - GameChanger’s can work from anywhere. You’ll receive a tech budget to make sure you’re set up for success.
- Health Insurance - We’ll make sure you stay healthy. Health, dental, vision, and other perks like a pre-tax FSA - we've got you covered.
- 401K Plan - We’re always looking ahead and so should you. Did we mention that we match?
- Tech Budget - You receive a large tech budget every two years. It’s yours to keep.
- Continued Learning - Tuition reimbursement, an annual flexible learning budget, mentorship opportunities, and more.
- Parental Leave - Get the time off you need with extended parental leave for both parents.
- Wellness - Stay fit and healthy on us. We offer a Gympass membership.
- Other Perks - Monthly Snack Boxes, Dick's Sporting Goods employee discount, Demo Day, Hack Day, virtual and in person team social events
Company values
- Customer obsessed - We put our customers first, always asking, “Will this enhance their youth sports experience?”. We deeply understand our customers and work hard to anticipate their needs. We celebrate and support our customers’ contributions to their communities
- Team Players - We hold each other accountable to deliver our best effort. We are empathetic and supportive, providing a safe environment for risk taking. We listen actively, encourage debate, and commit to action. We do unglamorous work in service of the team
- Ambitious - We take on challenging initiatives designed to drive significant growth. We are mission-oriented, working with urgency to deliver value to our customers. We set a high bar, invest in development, and strive to be the best
- Empowered - We take the initiative to solve problems. We entrust decisions to those closest to the problem. We embrace individual responsibility and accountability
- Focused - We say “no” to valuable initiatives so we can concentrate resources on our most important work. We respect others’ time by limiting distractions, running efficient meetings and communicating concisely
Company HQ
East Village, New York, NY
Articles
Leadership
Sameer Ahuja
(President, not founder)SVP at DICK’S Sporting Goods, that owns GameChanger. Former Founder and CEO of Dera Capital Advisors, as well as former Co-founder and COO/CFO of the Sports Museum of America.
Salary benchmarks
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