Seasonal Customer Support Operations CoordinatorInglewood, California, United States (Inglewood)

Seasonal Customer Support Operations Coordinator

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 within 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 role will report directly to the Senior Product Operations Manager.

Essential Functions :

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. The ideal candidate will have proficiency in Zendesk, Google CCAI, FlipCX, Postman, SAP, Fantasy, and NFL apps. 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. This is a sometimes-flexible, seasonal, 40-hour position for a 7-month period only, expecting to perhaps work on holidays and during any other game slate during the season. Our team routinely ends up with other tasks to support Digital Operations.

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 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.

Required Education and Experience :

Preferred Education and Experience :

Other Key Attributes / Characteristics :

Expected Hours of Work :

Salary : $20 - $25 USD

At the NFL, in-person work at our offices is a top priority because it allows us to collaborate more effectively, build stronger connections, and maintain the culture that drives our success. This role requires onsite presence at an NFL office or stadium location, and remote and / or hybrid working options are not offered. NO RELOCATION ASSISTANCE WILL BE PROVIDED. The NFL is committed to building an inclusive work environment that reflects our incredible fan base. We provide an environment of mutual respect where equal employment opportunities are available to all employees and applicants without regard to status as protected by applicable federal, state, and local laws.

NFL Core Values :

NFL Leadership Attributes :