CX Tier 2 Team Lead

Warner Bros Discovery Inc•Atlanta, GA

64d•Remote

About The Position

The CX Tier 2 Team Lead will be responsible for resolving escalated interactions with our digital consumers, troubleshooting issues, researching potential bugs, and working closely with other team members to ensure errors are reported, prioritized, and resolved. The Team Lead will also be responsible for first level coaching and support of our front-line team members. He or she must have strong interpersonal, customer service, and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and must be familiar with digital apps and connected devices such as Roku, Apple TV, and Smart TVs. This position will be remote and report to the Supervisor of Customer Experience.

Requirements

Bachelor's degree or equivalent customer service leadership experience
Knowledge of mobile apps, connected devices, and TVE technology
Experience with Zendesk is preferred
Proficiency with Office Suite and demonstrated competency in learning new software
Strong technical skills and ability to type at least 45 words per minute
Capable of crafting consumer-facing communications in an adept way to resolve issues and maintain consistent branded voice
Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
Ability to independently multitask and manage a varied portfolio of projects with unique needs in a deadline-driven environment that requires a high degree of accuracy and attention to detail
Strong analytical and critical thinking skills
Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
Commitment to teamwork through relationship-building, reliability, trust, and collaboration
Must have the legal right to work in the U.S.
3+ years CX experience at a comparable B2C brand, preferably in media, entertainment, technology or hospitality and supporting streaming media or equivalent technologies at a Lead level.

Nice To Haves

The ability to speak, read, and write fluently in Spanish is a plus
Experience with Zendesk is preferred

Responsibilities

Interact daily with customers via email, chat, app stores, social platforms, and other forms of communication ensuring the customer's inquiry is responded to and resolved within SLA and target goals
Act as team lead to escalate high-priority issues to internal business partners
Act as POC for team members and internal stakeholders during hours and times when the Specialist or Manager is not scheduled
Deliver world-class, proactive customer service to internal and external stakeholders
Showcase advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
Participate in and facilitate special projects as required
Attend assigned task force meetings and report status updates to leadership
Generate strategies for identifying and onboarding new digital workflows
Identify and champion strategic cross-platform ideas on a proactive basis and in response to client requests
Be accountable for service-level agreements
Assist with employee training in the operation of equipment and in established processes