Seasonal Customer Support Operations Coordinator

The National Football League•Inglewood, CA

6d•Onsite

About The Position

The NFL Digital Media group is seeking a coordinator to assist with supporting various platforms at NFL Media with a focus on customer support for NFL+ and NFL owned and operated apps. This person will be expected to immerse themselves in the details of all digital products and become a communication hub for operational activities. This person should have strong communication skills and confidence in a fast-paced environment. This position communicates with product management, technology, marketing, and sales departments. The Seasonal role will report directly to the Senior Product Operations Manager. The Customer Support Operations Coordinator will play a crucial role in ensuring the efficient and seamless operation of customer support channels for NFL+ streaming service and NFL owned and operated products. This individual will collaborate with customer service partners to optimize processes for Chat, Messaging, Live Chat, Voice, and Email support. They will be responsible for maintaining and updating FAQ content, driving operational efficiency, and ensuring a high-quality customer support experience across all touchpoints. Coordinate and support Tier-1 and Tier-2 requests from fans and direct-to-consumer subscribers. Report any trends seen while managing tickets. Use several databases, portals, and consoles to perform several account functions.

Requirements

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, Postman, 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.

Nice To Haves

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

Responsibilities

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 Chatbot AI, Voice AI, Postman, 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.
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.
Provide support for NFL+ subscriptions, including plans, billing, renewals, cancellations, payments, and access issues across devices
Clearly explain auto-renewal, billing cycles, and eligibility; ensure alignment with NFL+ policies
Produce weekly support reports (ticket trends, CSAT, SLA, contact drivers, AI deflection, escalations, live event insights)