Seasonal Customer Support Operations Coordinator
Skills
- Proficiency with Zendesk, Google CCAI, FlipCX, Postman, SAP, NFL apps, Fantasy applications.
- Strong communication skills for cross-team collaboration.
- Customer service best practices and multi-channel support strategies knowledge.
- Social media monitoring and engagement for customer service.
- Ability to analyze and report on customer support performance data.
- Ability to manage multiple priorities in a fast-paced environment.
- Problem-solving and operational issue resolution.
Responsibilities
- Coordinate and optimize customer support channels including Chat, Messaging, Live Chat, Voice, and Email.
- Analyze workflows and recommend process improvements to increase efficiency and customer satisfaction.
- Maintain and update FAQ and knowledge base content for NFL digital products.
- Manage customer inquiries and tickets using Zendesk efficiently and effectively.
- Utilize tools like Google CCAI, FlipCX, Postman, SAP to support internal teams and customer interactions.
- Monitor social media platforms for customer feedback and engagement to inform support strategies.
- Collaborate cross-functionally with Product, Marketing, IT, and other departments.
- Track and report performance metrics to ensure customer support KPIs are met.
- Assist in training and supporting customer support agents.
- Analyze customer feedback to identify issues and facilitate their resolution.
- Monitor fantasy live drafts and escalate technical issues to the development team.
- Update content in content management systems as needed.
- Stay informed of industry trends and operational best practices.
Education
- 1-3+ years supporting digital products preferably in sports, media or digital industries.
- 3+ years experience in customer support within tech or streaming services.
Benefits
- 40 hours per week seasonal employment for 7 months.
- Opportunity to work within a major sports media environment.
- Exposure to a broad set of digital tools and multi-channel platforms.
- Access to professional collaboration across departments.
- Inclusive work environment reflecting core values.
Average salary estimate
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