Job Description

Who you are

Proven experience in Service Management, Service Delivery, Customer Success or similar, including:
Process implementation and improvement across the Operations part of the Service Lifecycle
Quality incident and problem management
Passion for Service Excellence, with a strong customer focus
Proficient in configuring and administering an ITSM tool like Jira Service Management & ZenDesk
Exceptional ability to communicate with technical and non-technical audiences verbally and in writing, as well as fostering excellent relationships
Project and Business Change Management experience
Excellent stakeholder management, being able to be clear with SVP and EVP level staff to ensure that the customer gets the right solution irrespective if it is delivered from engineering, GTM or support

What the job involves

We are seeking an experienced Client Support Transformation Lead (Interim) to take on a high-impact, time-bound mandate to stabilise and improve the performance of our North America client support function
This is not a steady-state Service Delivery role. You will be responsible for driving a turnaround in performance, addressing structural and cross-functional issues, and implementing fundamental fixes to improve service quality and client experience in the near term
This is a 6-month interim role with a clear mandate to deliver measurable improvements quickly and leave behind a stable, scalable, and well-defined support function
Rapidly run a diagnostic of current client support performance leveraging what has already been done by global lead
Identify key failure points across process, team structure, tooling, and cross-functional dependencies
Stabilise high-risk clients, incidents, and service gaps in the short term
Industrialise performance visibility through reporting, dashboards, and KPIs
Reset and enforce SLAs, KPIs, and service standards with clear ownership and accountability
Drive improvements in response times, resolution quality, and client communication
Assess team capability, structure, and capacity, implementing changes where required, and support search for new region lead
Embed clear governance, prioritisation, and workflow management across the support function
Reduce dependency bottlenecks and improve cross-functional ways of working
Embed ITIL-aligned incident management, ensuring rapid triage, escalation, and resolution of service-impacting issues with clear communication to clients
Establish a problem management practice to identify root causes of recurring incidents and drive permanent fixes in partnership with Product and Engineering
Ensure best use of the engineer led Kanban team ensuring that fixes where suitable are strategic rather than tactical
Work with GTM teams to ensure that support services we sell is achievable and appropriately priced

Location: Vancouver
Level: Senior and Expert level
Duration: 6-month interim role

About the Company

Company mission

To use data to grow the value of sports.

Two Circles is a digital sports marketing agency that develops and executes marketing strategies for sports-based companies, supplying the means to maximise sponsorship rights fees, increase commercial performance, engage the right audiences, and use data to inform future strategy.

As well as delivering front-running marketing tech and services for the sports industry, the company also dedicates itself to improving diversity and inclusion in sports, including its "Diversity in Sports" mentoring program that aims to accelerate the growth of under-represented talent across the industry.

Two Circles works with more than 300 sports rights holders, including the likes of the NFL, UEFA, F1, and the ICC, as well as $1bn in sponsorship revenues. A series of acquisitions has contributed to the expansion of the business - for example, that of Australia-based digital specialist Codeware, which came alongside the opening of a Melbourne office, has enabled it to grow its presence in the Oceania region and bolster its tech offering.