Sports Customer Support Analyst at Genius Sports

📍 Job Overview

Job Title: Sports Customer Support Analyst
Company: Genius Sports
Location: Medellín, Antioquia, Colombia
Job Type: On-site
Category: Customer Support
Date Posted: June 19, 2025
Experience Level: Entry-level to Mid-level (0-2 years)

🚀 Role Summary

The Sports Customer Support Analyst role at Genius Sports involves providing immediate assistance to clients and partners, monitoring and investigating queries, and communicating with various stakeholders. This role requires strong communication skills, fluency in English, and the ability to multitask and solve problems. A passion for sports and the ability to work flexible hours are also essential.

📝 Enhancement Note: This role is ideal for individuals who enjoy problem-solving, working in a dynamic environment, and interacting with diverse teams and clients.

💻 Primary Responsibilities

Customer Support: Provide support to sport federations and leagues using Genius Sports products via email and phone.
Problem Solving: Prioritize and solve problems efficiently.
Information Sharing: Provide required information to other team members or departments.
Knowledge Sharing: Share your knowledge within the team.
Task Completion: Complete additional tasks assigned by the line manager.
License Management: Set and manage licenses.

📝 Enhancement Note: This role requires a proactive approach to customer support, with a focus on understanding client needs and providing timely solutions.

🎓 Skills & Qualifications

Education: A bachelor's degree in a relevant field is preferred, but not required.

Experience: Previous customer support experience is considered a bonus, but not required.

Required Skills:

Strong communication skills (both written and verbal)
Fluency in English
Ability to multitask and prioritize tasks
Strong problem-solving skills
Passion for sports
Initiative, accuracy, and pressure handling
Computer skills

Preferred Skills:

Previous customer support experience
Familiarity with sports data, technology, or commercial ecosystems

📝 Enhancement Note: While a degree and previous customer support experience are not required, they would be beneficial for this role. The ideal candidate will have a strong foundation in communication, problem-solving, and a genuine interest in sports.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Medellín, Colombia, is approximately COP 2,500,000 - 3,500,000 per month (USD 750 - 1,050), based on local market standards and experience level.

Benefits:

Health insurance
Skills training
Social events (summer and winter holiday parties, monthly team building events, sports tournaments, charity days, and wellbeing activities)

Working Hours: Full-time, with flexible hours to accommodate client needs and time zones.

📝 Enhancement Note: The salary range provided is an estimate based on market research for customer support roles in Medellín, Colombia. Actual salary may vary depending on experience and skill level.

🎯 Team & Company Context

🏢 Company Culture

Industry: Genius Sports is a global sports technology company that powers the ecosystem connecting sports, betting, and media.

Company Size: Medium-sized company with a global presence and a team of over 500 employees.

Founded: 2000

Team Structure:

Global customer support team with representatives in multiple locations
Close collaboration with internal teams and external partners
Flat hierarchy with a focus on cross-functional collaboration

Development Methodology:

Agile methodologies for project management
Regular team meetings and knowledge-sharing sessions
Continuous learning and improvement culture

Company Website: Genius Sports

📝 Enhancement Note: Genius Sports' company culture emphasizes collaboration, innovation, and a passion for sports. The company values diversity, inclusion, and equal opportunities for all employees.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to mid-level position within the customer support career path. It offers an excellent opportunity for individuals looking to start or advance their career in customer support, with a focus on the sports industry.

Reporting Structure: This role reports directly to the Customer Support Team Lead or Manager.

Technical Impact: The Sports Customer Support Analyst role has a direct impact on client satisfaction, ensuring that Genius Sports' products and services meet the needs of sport federations and leagues worldwide.

Growth Opportunities:

Career progression to Senior Customer Support Analyst or Team Lead roles
Opportunities to specialize in specific sports or product areas
Potential to transition into other departments, such as sales, marketing, or product management, as the company continues to grow and expand

📝 Enhancement Note: This role offers excellent growth opportunities for individuals looking to build a career in customer support within the sports technology industry.

🌐 Work Environment

Office Type: Genius Sports' Medellín office is a modern, collaborative workspace with a focus on employee well-being and comfort.

Office Location(s): Medellín, Colombia

Workspace Context:

Open-plan office with dedicated workspaces and meeting rooms
Access to shared resources, such as printers, scanners, and office supplies
On-site kitchen and break areas for employee use

Work Schedule: Full-time, with flexible hours to accommodate client needs and time zones. The role may require working evenings, weekends, or holidays as needed.

📝 Enhancement Note: Genius Sports' work environment fosters collaboration and innovation, with a focus on employee well-being and work-life balance.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and cultural fit
In-depth behavioral and technical interview to evaluate problem-solving skills, initiative, and customer support experience
Final interview with the hiring manager or team lead to discuss career growth opportunities and expectations

Portfolio Review Tips: N/A (not applicable for this role)

Technical Challenge Preparation:

Brush up on customer support best practices and problem-solving techniques
Familiarize yourself with Genius Sports' products and services
Prepare examples of previous customer support experiences and achievements

ATS Keywords: Customer Support, Sports, Problem-Solving, Communication Skills, English Fluency, Multitasking, Sports Technology, Global Customer Support

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their previous customer support experiences and provide examples of how they have handled challenging situations.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not require a specific technology stack or web infrastructure knowledge as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Support Values:

Excellence: Strive for the highest level of customer satisfaction and support quality
Integrity: Act with honesty and transparency in all customer interactions
Collaboration: Work closely with internal teams and external partners to deliver exceptional customer support
Continuous Learning: Stay up-to-date with industry trends and best practices to improve customer support skills and knowledge

Collaboration Style:

Cross-functional collaboration with internal teams, such as sales, marketing, and product management
Regular team meetings and knowledge-sharing sessions to improve customer support processes and standards
A supportive and inclusive team culture that values diversity and equal opportunities

📝 Enhancement Note: Genius Sports' customer support team values excellence, integrity, collaboration, and continuous learning. The team fosters a supportive and inclusive culture that encourages diversity and equal opportunities.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing multiple client requests and priorities simultaneously
Troubleshooting complex technical issues and escalating them to the appropriate teams
Communicating effectively with clients and internal teams across different time zones and cultural backgrounds

Learning & Development Opportunities:

Developing advanced customer support skills and techniques
Gaining experience in the sports technology industry and its unique challenges and opportunities
Building relationships with clients and internal teams to drive customer satisfaction and business growth

📝 Enhancement Note: This role presents various technical challenges and learning opportunities for individuals looking to build a career in customer support within the sports technology industry.

💡 Interview Preparation

Technical Questions:

Describe a challenging customer support situation you've faced and how you resolved it.
How do you prioritize and manage multiple client requests and deadlines?
Can you explain a complex technical concept to a non-technical client?

Company & Culture Questions:

Why are you interested in working for Genius Sports?
How do you stay up-to-date with industry trends and best practices in customer support?
How do you handle working with clients from different cultural backgrounds and time zones?

Portfolio Presentation Strategy: N/A (not applicable for this role)

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their previous customer support experiences and provide examples of how they have handled challenging situations.

📌 Application Steps

To apply for the Sports Customer Support Analyst position at Genius Sports:

Submit your application through the Genius Sports careers page.
Prepare examples of previous customer support experiences and achievements to highlight during the interview process.
Familiarize yourself with Genius Sports' products, services, and company culture.
Research industry trends and best practices in customer support to demonstrate your commitment to continuous learning and improvement.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Genius Sports before making application decisions.

Sports Customer Support Analyst