CX Tech, Lead

Who We Are

When we say, the stuff dreams are made of, we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth.

Behind WBD’s vast portfolio of iconic content and beloved brands, are the bringing our characters to life, the bringing them to your living rooms and the creating what’s next

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves.

Here you are supported, here you are celebrated, here you can thrive.

Your New Role

The Customer Support Lead will provide guidance to coordinators, assist with escalated customer contacts, communicate with teams, and provide first-level coaching to improve and optimize performance.

They will also work closely with the operations team, including their direct manager and senior leaders, to ensure errors and issues are reported and prioritized.

The Team Lead must have strong interpersonal and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time.

They will support omnichannel communication including phone calls, emails, chat interactions, and social media messages.

They must be a quick learner with a strong ability to multitask and have familiarity with video streaming and digital apps, as well as the associated technology and operating systems.

Your Role Accountabilities

Interact daily with customers ensuring the customer’s inquiry is responded to and resolved within SLA and target goals

Communicate courteously and effectively, demonstrating soft skills to empathize with customer’s concern or comment

Deliver world-class, proactive customer service to internal and external stakeholders

Use advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms

Meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance

Provide troubleshooting support in advanced customer escalations

Be accountable for fulfilling service-level agreements and other performance expectations

Act as point of contact when leadership is unavailable, including collaboration with internal stakeholders

Assist with employee training in the operation of equipment and in established processes

Participate in and facilitate special projects

Qualifications & Experience

Bachelor’s degree or equivalent customer service leadership experience

Experience working with Roku, Tizen, Amazon Fire TV, Android, and Apple products

Experience with Zendesk is preferred

Proficiency with Office Suite and demonstrated competency in learning new software

Strong technical skills and ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable

Demonstrated professional customer service skills : solutions mindset, helping to nurture a passion for customer service

Ability to craft consumer-facing communications in an adept way to maintain consistent branded voice

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.

How We Get Things Done

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done.

You can find them at along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us.

Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.