DELTATRE

Head of Customer Service (12 months contract) Broadcast & Live Operations United Kingdom Position This role reports to the VP B2B & B2C Support and leads Deltatre's global customer service operations across B2C end user platforms. The team supports millions of end users across major sports streaming and digital products - multiple clients, multiple time zones, 24/7 operational rhythm. The work spans three concentric circles. At the operational core: running the day to day customer service operation across global projects and clients, meeting SLAs and quality benchmarks, managing relationships with clients on a regular cadence. Around that: leading the people who do the work - the internal team plus third party providers - through training, supervision, and continuous improvement. And outwards: shaping the strategic direction of customer service at Deltatre, including pre sales contribution, pricing model input, and the evolution of group wide customer service approach. Responsibilities Customer service operations Run day to day global customer service operations across multiple projects, clients, and sports Monitor and report on SLAs, KPIs, and the customer metrics that matter to each client Manage the B2C team and third party support providers, ensuring training, quality control, and consistent service delivery Own the relationship with Zendesk (or comparable ticketing) and the knowledge management systems that support agents Provide second line and supervisory support during live operations Take responsibility for quality of output, operational efficiency, and project profitability Stakeholder and business operations Hold senior client relationships with appropriate cadence - reports, reviews, escalation Coordinate cross functional collaboration with engineering, product, and commercial teams Manage operational costs, budgeting, and capacity planning Contribute to the design and evolution of group wide B2C operations Stay current with industry trends and feed insight back into operational practice Commercial Collaborate with the commercial and sales engineering teams during pre sales - providing operational realism to proposed service solutions Contribute to pricing model definition Identify and surface up sell / cross sell opportunities through the client engagement lifecycle Requirements You have run customer service operations of this complexity before. You know what makes a service desk effective and what makes it slowly fall apart. You can hold client relationships and team relationships simultaneously, and you can do this without flinching when something goes wrong at midnight during a live event. Required Minimum 10 years' experience in customer service, with at least 5 years leading a team of 15+ Demonstrated experience running customer service in a digital or OTT environment, ideally live sport or time critical subscription services Working knowledge of Zendesk (or equivalent ticketing platforms) Experience managing distributed and remote teams across time zones Available for out of hours and weekend coverage as required by global operations Willingness to travel periodically Experience working with third party support providers as well as internal teams Familiarity with pricing model conversations and pre sales engagement Background in subscription or platform economics Experience scaling support operations through automation or process improvement Who Thrives Here This is a role for someone who has done it before. The operation runs at the scale where every shift handover and every live event has consequences for real users, real clients, and real revenue. People who do this work well combine operational steadiness with calm authority - they know what they will accept and what they will not, and they make those judgements visible to the team. A successful Head of Customer Service at Deltatre tends to be honest with clients (better to say what is possible than to oversell what is not), patient with people development (you are explicitly here to leave the team stronger), and protective of the team's focus when external pressure mounts. The work matters most at the moments when things are going wrong. Process and what to expect Introductory conversation: this is a step for us to get to know each other better, and for us to answer all questions you might have around Deltatre. 1 hour Technical round of Interview: we will deep dive on your experience and collect examples of the responsibilities you've been dealing with in your past experience. It will be a chance do deep dive on the role and for you to ask questions. 1 hour Competency Based Interview: we are going to ask you some situational questions around how you deal with real life scenarios at work. Easier doing it, more than explaining it! If any of these formats would be difficult for you, tell us - we adjust regularly and can usually accommodate. Accessibility and accommodation questions are welcome at any stage. Tell us what would work for you. We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.

Senior Graphics Operator - Tennis (Freelance) Broadcast & Live Operations United Kingdom Position Freelance engagement on a day-rate basis. The role is usually performed from our TV Studios in West London; you may also be required to work from other production locations. Due to the nature of live sport, you will be expected to work unsociable hours, weekends, and occasional long hours. This role is offered on a UK employment contract. UK-based contractors only - you must be set up as a self employed contractor (Ltd company or sole trader, as applicable) and able to invoice Deltatre under standard UK contracting terms. This role sits within the Live, Servicing and Operations team at Deltatre - providing graphics, data gathering, data distribution, and operational support to global sports and entertainment customers. As Senior Graphics Operator - Tennis (Freelance), you will deliver live graphics during tennis broadcasts in continuous communication with the production crew - TV director, producer, and others - across pre match, live, and post match windows. Your job is to propose and display the most relevant captions, statistics, and narrative moments to enrich the storytelling of the event and the experience for fans watching. The engagement is structured around the tennis calendar - specific tournaments and broadcast windows - with potential to extend to other sports and broader live operations work over time. We're open to candidates across a range of seniority levels. Responsibilities Deliver live tennis graphics during pre match, live, and post match windows Communicate continuously with the production crew (TV director, producer, and others) during broadcasts Propose the most relevant captions, statistics, and narrative content to enrich the storytelling and viewer experience Operate broadcast graphics tools (Viz Trio, Viz Artist, and related production software) accurately under live conditions Adapt quickly to bespoke applications and updated tooling as the platform evolves Work in client facing situations with TV production teams during live events Set up, test, and prepare graphics workflows in the moments before a match starts Requirements You can stay focused during live broadcasts where the timing is fixed and the audience is watching. You learn new tools quickly, communicate clearly with the production crew in real time, and treat the small details of on screen graphics - the right caption at the right moment - as part of the craft. Required Demonstrated experience in live TV graphics operations Ability to pick up new technical skills and bespoke applications quickly Computer literate and comfortable with Windows operating systems Basic familiarity with broadcast infrastructure (video infrastructure, reference signal, operations) and Windows hardware (laptops, workstations) Clear written and spoken communication, including in client facing situations Available for shift work including evenings, weekends, and occasional long hours during live events Able to commute to the West London studios; based in the UK Set up as a self employed contractor (Ltd company or sole trader) able to invoice Deltatre under standard UK contracting terms Experience with Viz Trio and Viz Artist Experience with Adobe After Effects and Photoshop A broadcast or IT background Interest in 3D graphic design Genuine interest in tennis and other sports - useful for editorial judgement on which graphics matter and when Experience working in client facing broadcast environments Existing freelance track record in live broadcast graphics, particularly tennis Who Thrives Here Live broadcast graphics is a discipline. The systems are demanding, the timing is fixed, and the difference between a memorable moment and a missed one can come down to whether the right caption appears at the right second. The people who do this well stay calm during live windows, curious about the platforms they operate, and disciplined about preparing in the moments before a match starts. A successful Senior Graphics Operator at Deltatre tends to be honest about what is working in the broadcast and what is not, comfortable communicating with the production crew under time pressure, and interested in the sport itself - not only the technical operation. The role rewards judgement and steady execution more than heroics. As a freelance contractor, you bring your own professional discipline and a clear track record of delivery in live environments. What we offer Familiarisation with our specific tools and workflows ahead of your first event Equipment and on site setup provided at the West London studios - you do not need to bring your own kit Repeat engagement across the tennis calendar where the working relationship works for both sides Process and what to expect 1 hour Technical round of Interview: we will deep dive on your experience and collect examples of the responsibilities you've been dealing with in your past experience. A chance to deep dive on the role and for you to ask questions. 1 hour Competency Based Interview: we will ask you situational questions around how you deal with real life scenarios at work. Easier doing it, more than explaining it.

Deltatre is looking for a Senior Graphics Operator to work freelance during tennis broadcasts in Greater London. The ideal candidate should have significant experience in live TV graphics operations and communicate effectively with production teams. As a Senior Graphics Operator, you will be responsible for delivering and proposing live graphics to enhance viewer experience. A strong interest in sports, particularly tennis, is essential. The role requires working during unsociable hours and might involve travel to various production locations.