Product Support & Digital Delivery Coordinator (12-month FTC)

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.

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.

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.

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.

• 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 Club Spark.
• 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.

• 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 &…