International Customer Support Supervisor (Sports Tracking Technical Support) - (M/F)

McLloyd is a French technology SME specializing in tracking solutions applied to racing. Our technologies are notably used in over 13,000 annual horse races organized in France and internationally.

As part of the development of our activities, particularly in Australia and then the United States, we are creating a new supervision department responsible for supporting our clients during their operations. This service is intended to gradually evolve towards 24/7 international coverage. The team, initially consisting of two supervisors, will grow to likely reach four people.

We are currently looking for our new supervisor to participate in the launch and construction of this department.

Your missions

Your mission

During tracking operations, you will be the client's first point of contact. You will handle their requests, perform initial checks, resolve simple incidents in real-time, and escalate situations requiring additional expertise to our engineering team (ticketing).

This is an operational and technical role, without managerial responsibility.

Your main responsibilities

• Remotely supervise the smooth running of tracking operations;

• Respond to client requests during coverage periods;

• Gather and qualify the information necessary to understand an incident;

• Perform initial checks and apply troubleshooting procedures;

• Resolve first-level incidents;

• Create, document, and track tickets in our internal tool;

• Escalate incidents requiring in-depth technical expertise to engineers;

• Inform the client of the progress of their request and follow the incident until its resolution or complete handover;

• Maintain internal documentation;

• Write daily and monthly operational reports (success rate, interventions, and resolutions)

• Prepare upcoming operations and participate in the continuous improvement of the supervision department. The activity alternates between real-time supervision periods and periods dedicated to operational preparation, ticket follow-up, documentation, and procedure improvement.

Work organization and hours

The position is organized on an annualized full-time basis. The schedule is established in advance according to the international racing calendar and operates on a rotation basis among team members.

• Daytime shifts, early morning starts and evening hours;

• Eventually, night shifts as part of the development in the United States;

• Regular work on weekends and some public holidays;

• Distribution of coverage slots among supervisors according to a rotation system.

Currently, some operations can start as early as 3 a.m. and end as late as 10 p.m. With the development of our activities in the United States, some supervision slots may be performed during the night.

The organization of rotations will be carried out in compliance with annualized working time, rest periods, and applicable legal and conventional provisions. Night, Sunday, and public holiday hours will give rise to the increases or compensations provided for within the company. This organization requires real availability and acceptance of variable hours. However, it does not mean that each supervisor will systematically work nights or every weekend.

Your skills

Profile sought

• Serious, punctual, reliable, calm, and methodical person when facing an incident;

• Autonomy and ability to work effectively remotely;

• Ease in client relations, both by phone and in writing;

• Ability to gather accurate information and transmit it clearly;

• Comfort with computer tools and technical environments;

• Adherence to procedures and attention to the quality of documentation;

• Availability to work according to a rotating schedule including day, night, weekend, and some public holiday hours;

• Stable internet connection and an environment suitable for remote work.

Fluent English is mandatory, both spoken and written.

Professional experience of at least two years in customer support, technical assistance, operations supervision, IT operations, remote maintenance, or incident management is required.

Knowledge of the horse racing sector is a plus, but not essential. Training on McLloyd's solutions and procedures will be provided internally.

Benefits

Conditions offered

• Permanent full-time annualized contract;

• Increases or compensations applicable to the relevant hours;

• Position performed 100% remotely, exclusively from a declared workspace located on French territory. Remote work from abroad is not permitted.

• Schedule organized by rotation and communicated in advance;

• Occasional travel to headquarters or for certain operations may be possible, particularly during the training period;

• Technical training provided internally;

• Participation in the creation of a new strategic department for McLloyd's international development.

Why join McLloyd

You will join a rapidly evolving technology SME and directly participate in the creation of a new international service. You will hold a concrete, autonomous, and customer-oriented position, in contact with sports operations organized in France and abroad. You will also contribute to defining procedures and organizing a team that is set to grow progressively.