Tech Operations Specialist

**ABOUT US**

Socios has partnered with some of the world’s best teams, including Paris Saint-Germain, Juventus, FC Barcelona, Atlético de Madrid, UFC, Galatasaray, Manchester City FC, and many more.

**OUR BRANDS & CHANNELS**

We are building the web3 infrastructure for sports & entertainment

Founded in 2018, Chiliz is a blockchain provider focused on the sports and entertainment industry. We build scalable, secure blockchain-enabled solutions that supercharge fan experiences using digital assets.

**THE ROLE**

Reporting to the Head of Customer Experience, a Tech Operations Specialist will serve as the bridge between customer support and product teams, handling complex technical issues that go beyond standard troubleshooting. This role ensures that escalated cases are investigated, documented, and resolved efficiently while maintaining a high level of customer satisfaction. You will also be responsible for maintaining, and optimising a comprehensive knowledge base to enhance customer self-service and reduce support inquiries.

**Duties and responsibilities**:

- Primary point of contact for customer technical escalations ensuring these are handled in a timely manner. Initiating and monitoring incidents as necessary.
- Analyze and troubleshoot complex technical issues, collaborating with the product and technical team to ensure timely resolutions.
- Document escalation cases and resolutions for future reference.
- Assist in training new support team members on escalation processes.
- Maintain up-to-date knowledge of the app by keeping track of new features and user feedback.
- Collaborate with the product team to ensure the FAQ is comprehensive and up-to-date.
- Coordinate with the Localization Specialist to ensure that translations are completed in a timely manner.
- Collaborate with the customer service team addressing common customer issues.
- Provide insights and recommendations to enhance product features.
- Regularly review and refine FAQ content based on customer feedback and emerging trends.
- Contribute to the ongoing development and improvement of the operations team;
- Provide feedback regarding recurring operational issues to Management and relevant Stakeholders;
- Respond and action requests from the Management team;
- Support implementation of new products, processes and policies;
- Acquire tools management skills in collaboration with the specialist, and provide support as their backup when they are unavailable.

**Requirements**:

- Proven experience in a technical support or operations role, ideally with experience handling escalations and complex technical issues.
- Strong analytical and problem-solving skills with the ability to diagnose and resolve technical problems efficiently.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
- Experience working with ticketing systems (Jira), knowledge bases, and monitoring tools.
- Familiarity with modern software development practices, mobile apps, blockchain, and web3 platforms.
- Ability to work independently and as part of a team in a fast-paced environment.
- Passion for delivering exceptional customer service and building strong user relationships.
- Experience with process improvement methodologies is a plus.

**What We Offer**:
We offer you the chance to grow, to learn, to flex your creative muscles and to work on a project that is providing excitement to thousands of users.

Our interview phase is a 3-step process where you’ll be able to ask us anything and get to know your team too. From HR right through to your team lead, we need this process to work both ways: It's not just about you fitting in, but about us being the right fit for you too.

Are you ready to work with the world’s best teams? Are you happy to try, fail and bounce back? Are you excited to keep pushing the boundaries of technology?

We’ve got offices across the world, over 30 nationalities in our ranks and the most important superpower of all - flexibility. Our competitive salaries, wellness allowance, healthcare and pension plan are just the tip of the iceberg. You’ll gain friends, experience and a good challenge, we’ll gain you.

Are you ready?