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:

• 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 Years Eve New Years).
• Strong knowledge of sports and digital sports products
• Proficiency in customer support platforms including Zendesk Google CCAI FlipCX Postman SAP Fantasy 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.

Preferred Education and Experience:

• Bachelor of Science or Arts degree in business marketing communications computer science or related field is preferred.

Other Key Attributes / Characteristics:

• 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

Expected Hours of Work:

• 40 hours per week
• Must be flexible to work weekends (specifically Sundays in-season)
• Onsite in NFL Inglewood Office

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.

WHO WE ARE:

NFL Core Values:

• Respect: Everyone matters. We celebrate diverse opinions honor hard work and value every contribution.
• Integrity: We do whats right even when its tough. We hold ourselves accountable and always follow through.
• Team Responsibility: We support each other and our communities. No one is bigger than the game and every action impacts others.
• Resiliency: We set high standards overcome adversity and adapt to challenges always striving for excellence.

NFL Leadership Attributes:

• Build Talent: We develop and nurture potential empowering individuals to grow and succeed.
• Execute: We take action with precision delivering results that drive our goals forward.
• Inspire: We motivate others through vision energy and a commitment to excellence.
• Live Our Values: We embody our core principles in every decision and action.
• Know the Business: We stay informed understand our industry and make decisions that strengthen our position.
• Think Big: We challenge the status quo envision bold possibilities and strive for transformative impact

WHO YOU ARE:

Talent Attributes: What we expect for our employees:

• Embody an enthusiastic proactive can-do attitude
• Embracegritfree from ego orentitlement
• Excel as a relationship builder with the ability to influence
• Eager learner driven by passion rather than justambition
• Encompasses an incredible work ethic with an agile mindset