Customer Support Manager for Global Cricket Tech Company

NV Play is a globally successful business, delivering a range of game changing cricket technology solutions to the biggest names in the sport, from the England international team to the Mumbai Indians.

We work with a broad range of international cricketing organisations across the International, professional and recreational spectrum, and are on a mission to change the game.

NV Play is on a growth trajectory and is seeking a talented individual to lead the Customer Service and Support function across our business, as we extend our successful elite enterprise focussed business into a globally scalable consumer facing cricket platform.

The Customer Support Manager is responsible for leading and managing NV Play's global support operations, encompassing both the Customer Service and Technical Support teams. This role ensures the delivery of exceptional support to all customers - direct-to-market, enterprise, and partners - across multiple time zones.

This role will drive the processes, professionalisation and continuous improvement of NV Play's support operations, knowledge bases, and customer onboarding processes, while fostering a positive, high-performance team culture. This role is pivotal in maintaining NV Play's reputation for outstanding customer service and technical excellence as the business grows globally.

• Oversee and coordinate the activities of both the Customer Service and Technical Support teams, ensuring seamless, high-quality support for all customer segments.
• Lead the provision of first-tier support to direct-to-market Consumer and Professional customers and second-tier support to Enterprise clients.
• Manage, onboard and upskill a global team of full-time and casual support staff, including Customer Service Agents and Support Technicians.
• Drive the development and maintenance of NV Play's online Knowledge Base and in-application user instructions to enhance customer onboarding and reduce support requests.
• Implement and refine support processes, triaging and escalation procedures and evolve available support service options.
• Collaborate with internal teams to prioritise and resolve customer-reported issues, and to continuously improve the customer experience.
• Ensure support and customer service operations are efficient, scalable and aligned with NV Play's values and business objectives.

This is a new role for NV Play, and a critical one as we look to take our growth to the next level.

To be successful, you will have a deep passion of the game of cricket, a sound understanding of the importance of customer service and an authentic personality.  A decent average won't hurt either. Bonus points if you can start tomorrow.

• Lead, mentor and develop the Customer Service and Technical Support teams, fostering a collaborative and high-performance environment, actively participating in the delivery of priority support incidents to ensure optimal outcomes for the customer.
• Manage the delivery of first-tier and second-tier support operations, ensuring timely and effective resolution of customer issues.
• Coordinate with Product, Engineering, and Commercial teams to escalate and resolve complex support cases, ensuring clear reproduceable steps provided in escalation requests.
• Design, implement and manage a support metrics and reporting framework, including dashboardable reporting KPIs, to monitor support performance and drive continuous improvement.
• Oversee the onboarding and ongoing training of support staff, ensuring consistency and quality across all regions and time zones.
• Maintain and enhance the online NV Play Knowledge Base, user documentation and support videos, ensuring they are kept up to date with product releases
• Review and improve automated communications and in-application support tools.
• Develop and document support processes, including escalation paths and onboarding materials for new staff.
• Become a product expert so can effectively train team members, and actively participate in and work directly on priority support issues to ensure positive customer outcomes.
• Analyse support metrics and customer feedback to identify trends, drive improvements, and report insights to management.
• Ensure the effective use of support platforms (e.g., Zendesk) and implement best practices for ticket management and customer communication.
• Uphold NV Play's values and reputation through all support interactions and initiatives.

• 5+ years' real world experience delivering customer service or technical support, including 2+ at a senior or management level, ideally within a high-growth SaaS or start-up environment.
• A passion for customers, and a demonstrated understanding of the support and customer service function.
• Proven success in supporting digital products and services in market while onboarding customers.
• The adaptability and resilience that comes with supporting successful products in fast-paced, ever-changing environments, and the curiosity to find better ways of doing things.
• An excellent communication style, both written and in person, and play well with others.
• An exceptionally organised approach to work, life and 'getting sh*t done'.
• The capacity to think holistically about the challenge in front of you, within the context of our broader platform offering.
• An eye for detail, and the ability to work closely with the broader team to ensure we always exceed our customer's expectations.
• A natural curiosity and a drive to both understand & keep pace with a rapidly changing commercial & technology landscape.
• Did we mention an eye for detail? If your friends call you pedantic, then you really should talk to us.

To apply, please supply an up-to-date CV and a short submission as to why you would be perfect for this role.  Applicants must have New Zealand residency or a valid work permit, and will ideally be available in Christchurch for interviews.