Seasonal Customer Support Operations Coordinator

<div class="job-details__description-content basic-formatter" data-bind="html: pageData().job.description"> <p>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.&nbsp; 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.&nbsp; The Seasonal role will report directly to the Senior Product Operations Manager.</p> <p>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. &nbsp;Report any trends seen while managing tickets. &nbsp;Use several databases, portals, and consoles to perform several account functions.</p> <p><strong>Responsibilities</strong></p> <ul> <li>Support Channel Optimization:</li> <ul> <li>Work closely with customer service partners to identify, assess, and implement improvements in support channels including Chat, Messaging, Live Chat, Voice, and Email.</li> </ul> <li>Process Improvement:</li> <ul> <li>Analyze customer service workflows and recommend process improvements to enhance efficiency and customer satisfaction.</li> </ul> <li>FAQ Content Management:</li> <ul> <li>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.</li> </ul> <li>Zendesk Management:</li> <ul> <li>Utilize Zendesk to monitor, track, and manage customer inquiries, ensuring that tickets are handled efficiently and effectively.</li> </ul> <li>System Proficiency:</li> <ul> <li>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.</li> </ul> <li>Social Media Monitoring:</li> <ul> <li>Monitor and engage with customer feedback, questions, and issues across social media platforms