Seasonal Customer Support Operations Coordinator
- Inglewood, CA
- Temporary
- Full-time
- Support Channel Optimization:
- Work closely with customer service partners to identify, assess, and implement improvements in support channels including Chat, Messaging, Live Chat, Voice, and Email.
- Process Improvement:
- Analyze customer service workflows and recommend process improvements to enhance efficiency and customer satisfaction.
- FAQ Content Management:
- Regularly update and manage the FAQ content for accuracy and relevance, ensuring it reflects the most up-to-date information for NFL+ streaming and other NFL products.
- Zendesk Management:
- Utilize Zendesk to monitor, track, and manage customer inquiries, ensuring that tickets are handled efficiently and effectively.
- System Proficiency:
- Leverage tools such as Google CCAI, FlipCX, Postman, SAP, Fantasy, NFL apps, and social media platforms to provide seamless support for both internal teams and customers.
- Social Media Monitoring:
- Monitor and engage with customer feedback, questions, and issues across social media platforms (Twitter, Facebook, Instagram, etc.) to ensure a timely response and resolution of concerns. Identify trends and recurring issues from social media to inform customer service strategies.
- Cross-functional Collaboration:
- Collaborate with various departments (Product, Marketing, IT, etc.) to ensure customer support needs are met and product updates are effectively communicated to support teams.
- Performance Tracking:
- Monitor and report on key metrics to assess the effectiveness of customer support channels, identifying areas for improvement and ensuring KPIs are met.
- Training and Support:
- Assist in training new agents and supporting existing team members by providing updates and ensuring they are equipped with the necessary resources to handle customer issues.
- Customer Feedback Analysis:
- Collect and analyze customer feedback from multiple channels (including social media) to identify recurring issues and work with internal teams to implement solutions.
- Others
- Monitor fantasy live drafts to ensure they are running as expected and reproducing any reported issues.
- Identify and resolve operational issues, escalating problems as necessary to ensure timely resolution. Try to reproduce reported issues and then send to development team.
- Update content in the CMS as requested.
- Stay updated on industry trends, best practices, and regulations related to operational processes.
- 1-3+ years' experience coordinating and supporting digital products in a sports entertainment, digital, media or related industry
- 3+ years of experience in customer support, preferably within a tech or streaming service environment.
- Well-organized; ability to manage multiple tasks and prioritize in a fast-paced environment
- Strong interpersonal, verbal, and written communication skills
- Excellent problem-solving ability; highly motivated to drive positive change
- Must be able to work all NFL Game Days, including Preseason, Regular Season and Playoffs, in-office.
- Must be able to work on holidays (e.g. Thanksgiving, Christmas Eve, Christmas, New Year's Eve, New Year's).
- Strong knowledge of sports and digital sports products
- Proficiency in customer support platforms including Zendesk, Google CCAI, FlipCX, Postman, SAP, Fantasy, NFL apps, and social media monitoring tools.
- Strong understanding of customer service best practices and multi-channel support strategies.
- Experience managing and updating knowledge bases or FAQ content.
- Experience in social media monitoring and engagement, with a focus on customer service.
- Excellent communication and problem-solving skills.
- Ability to work cross-functionally with internal teams and external partners.
- Strong analytical skills with the ability to track and report on support performance metrics.
- Ability to thrive in a fast-paced, dynamic environment.
- Bachelor of Science or Arts degree in business, marketing, communications, computer science, or related field is preferred.
- Ability to understand and document business rules
- Ability to quickly learn new systems and programs
- Attention to detail and excellent organizational skills
- Avid interest and knowledge of NFL football
- Excels collaborating with teams
- 40 hours per week
- Must be flexible to work weekends (specifically Sundays in-season)
- Onsite in NFL Inglewood Office
- Respect: Everyone matters. We celebrate diverse opinions, honor hard work, and value every contribution.
- Integrity: We do what's right, even when it's tough. We hold ourselves accountable and always follow through.
- Team Responsibility: We support each other and our communities. No one is bigger than the game, and every action impacts others.
- Resiliency: We set high standards, overcome adversity, and adapt to challenges, always striving for excellence.
- Build Talent: We develop and nurture potential, empowering individuals to grow and succeed.
- Execute: We take action with precision, delivering results that drive our goals forward.
- Inspire: We motivate others through vision, energy, and a commitment to excellence.
- Live Our Values: We embody our core principles in every decision and action.
- Know the Business: We stay informed, understand our industry, and make decisions that strengthen our position.
- Think Big: We challenge the status quo, envision bold possibilities, and strive for transformative impact
- Embody an enthusiastic, proactive can-do attitude
- Embrace grit, free from ego or entitlement
- Excel as a relationship builder, with the ability to influence
- Eager learner, driven by passion rather than just ambition
- Encompasses an incredible work ethic with an agile mindset