World Tennis
Product Support & Digital Delivery Coordinator (12-month FTC)
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World Tennis
World Tennis is the global governing body of tennis. Founded in 1913, its purpose is to ensure the long-term growth and sustainability of the sport, delivering tennis for future generations in association with its 214 national and regional member associations. World Tennis oversees the rules and regulations that govern international and national competition.
World Tennis is responsible for the worldwide development of tennis through its highly regarded Development Programme, its Science and Technical department which monitors equipment and technology, and its Officiating department which oversees the education and advancement of officials. World Tennis is the owner and co-owner of the two largest annual international team competitions in tennis, the Davis Cup and Billie Jean King Cup (BJKC) by Gainbridge and manages the Olympic and Paralympic Tennis Events on behalf of the IOC and IPC. World Tennis organises over 3,500 weeks of men’s, women’s and junior tournaments on the World Tennis Tour, World Tennis Beach Tour, UNIQLO Wheelchair Tennis Tour and the World Tennis Masters Tour. World Tennis upholds the highest standards of integrity and is a partner in the International Tennis Integrity Agency.
Overview of Department
The World Tennis Number is an accurate global rating which measures a player’s current level of play, helps them celebrate progress, milestones and achievements and encourages players of all ages, genders, standards and abilities to play more. World Tennis Number is the official rating of the World Tennis Tour, the player pathway to the ATP and WTA professional tours. The team behind the WTN are extremely passionate, collaborative, and determined to make a positive impact on the tennis landscape.
Overview of the Role
We are looking for a Product Support & Digital Delivery Coordinator to join the Digital World Tennis Number team. This role combines hands-on product support responsibilities with junior-level product management activities, supporting the ongoing development, optimisation, and delivery of the World Tennis Number to national associations around the world and related digital products.
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You will work closely with national associations, players, internal product and delivery teams, and external technology partners to support issue resolution, deliver product insights, and contribute to product planning and delivery. This role is a key link between, providing customer services support, product support, and product development.
Key Responsibilities
- Manage and resolve player/National Tennis Association issues raised via Zendesk (our customer support platform) relating to WTN and its digital products.
- Validate, investigate, and analyse issues and opportunities across the WTN platform and software.
- Write knowledgebase content and help expand the self-service support portal as a subject matter expert.
- Collaborate with internal, external, and end-user teams on fault diagnosis and resolution.
- Recommend enhancements to product support processes and software to fix issues at the source.
- Support the Product Manager with the WTN roadmap and backlog.
- Help gather and refine product requirements, user stories, and acceptance criteria.
- Use Zendesk data, support interactions, and stakeholder feedback to inform product decisions.
- Support backlog refinement, sprint planning, testing, and releases; lead daily standups with ClubSpark.
- Work with engineering, design, and data teams to align product changes with user and business needs.
- Contribute to product documentation, internal comms, and release notes.
- Track product metrics and identify improvement opportunities.
As the needs of the business can evolve rapidly this role may change accordingly, therefore this document should be viewed as guidelines which are subject to change.
You will have:
- Strong interpersonal and communication skills are essential, as the role involves a significant amount of liaison with internal and external stakeholders.
- Previous experience using Zendesk advantageous but not essential.
- Ability to write clearly and concisely to effectively convey understanding with both non-technical users and software developers.
- An inquisitive & analytical mind, with the ability to learn new technologies and processes quickly.
- Reliable and highly self-motivated individual with a well organised, methodical approach, with strong attention to detail.
- Ability to understand and respond to different business demands within a diverse and rapidly changing operating environment.
- Experience working within a successful customer service & support environment.
- Experience with managing support desk and knowledgebase software product is desirable but not required.
- Experience working with digital products, software delivery teams, or product management processes is desirable but not required.
- Fluency in French or Spanish is desirable but not essential.
- An interest in tennis! Most users that you’ll be working with are tennis players and National Tennis Associations, so an understanding of the sport is advantageous.
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What we Offer
- 20 days holiday per annum plus UK bank holidays
- Private Healthcare
- Group personal pension scheme and Life assurance
- Health Cash Plan
- Free lunch when working in the office (up to £9 per day)
- Complimentary healthy snacks and fresh fruit when working in the office
- Ride2Work Scheme
- Working hours: based on 35 hours per week. Normal office hours are 09:00 – 17:00 Monday to Friday. Flexible working hours possible with core hours of 10am – 4pm
Application Process
Please send a covering letter and CC to will@serv-recruitment.com stating Product Support & Digital Delivery Coordinator in the subject field of the email, clearly indicating in your cover letter whether you require sponsorship or a work permit to work in the UK either now or in the future. World Tennis processes your applicant data in accordance with our Privacy Notice – Recruitment, which can be found on our website.
A DBS check may be required of the successful applicant.
Equality, diversity & inclusion (EDI) is a fundamental priority for World Tennis. Our philosophy focusses on embedding inclusive behaviours and processes across every element of our business practices
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