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Match Day Support Executive

at Kin + Carta Europe

Location: Edinburgh

Department: Delivery

About Kin + Carta

Want to help build a world that works better for everyone? Kin + Carta is a global digital transformation consultancy that makes a difference to the billions who now work, play, shop, communicate and share online.

Join 1,600 curious and diverse minds in connecting people, data and technology to produce amazing experiences for some of the world’s most influential companies. Become a maker, builder or creator as we explore the possibilities of sustainable digital technology, helping clients to rapidly innovate, modernise their systems, enable their teams, and optimise for continued growth. 

We focus on tech but we’re a proudly inclusive business with trust and human connection at its heart. People, the planet, and profit matter equally to us which is why we’re a certified B Corporation in the United States and Europe. With additional offices in South America, there is a place for you here wherever you’re based.

The Match Day Support Executive role in a nutshell

We have a fantastic new opportunity to join our Service Delivery team as a Match Day Support Executive. Our client streams live Football games and we need the right person to help provide outstanding customer service and support before, during and after those events.

Due to the nature of this role the working hours are generally evenings and weekends and would suit someone who would be available to work during those times as opposed to the usual 9-5.30. You would need to be available for 20 hours minimum per week, but this varies depending on the sporting schedule.

You will need to have awesome communication skills and a natural desire to deliver exceptional results for your clients and Kin + Carta.

You will be part of an existing team and will be fully onboarded and trained in your role - a willingness to learn, adapt and be proactive is essential.

Key Responsibilities

As a Service Support Analyst at Kin + Carta your responsibilities will be:

  • Provide 1st line service desk support for client requests
  • Communicating issues to clients in a timely manner, using 'real time' communication tools including instant messaging and/or video conferencing
  • Recognition of priority tickets and escalation of incidents
  • Building a close working relationship with internal and external stakeholders
  • Fielding support requests/issues through various channels (phone, chat, email)
  • Prioritising tickets based on severity
  • Analysing tickets and resolving or escalating as appropriate
  • Managing escalated tickets through third party support contacts or internal 2nd line support.
  • Effective handover of incidents at shift handover
  • Working shifts including nights, weekends and public holidays.
  • Be available for on call shifts 24/7
  • Support the values and ethos of the company in all actions and communications

Skills and Experience

  • Excellent communication and teamwork
  • Leading or working within operational support teams
  • Problem solving
  • Great organisational skills
  • Demonstrable experience of working in a busy team environment or similar
  • Commitment to exemplary customer service and quality
  • Content Management System experience desirable but not essential as training will be given
  • Knowledge of ticketing systems


Our benefits

Curious minds are nurtured at Kin + Carta through a wide range of benefits including:

Continuous learning £1,000 annual learning budget
Hybrid working policy Hybrid remote working policy
Leadership icon Global leadership programmes
Flexible working icon Flexible working hours
present icon Enhanced Christmas leave
dog icon Dog friendly offices
Discounted private healthcare Subsidised private healthcare
Affordable gym membership Discounted gym membership

Apply for this role

Whoever you are, wherever you’re from and whoever you love, you’ll find an open door at Kin + Carta. It’s yours to walk through if you’re passionate about building a better world for everyone, and you’re keen to be part of a diverse and inclusive culture that plays to people’s strengths and thrives on togetherness.