Customer Experience Representative II

Join Tubi (www.tubi.tv), Fox Corporation's premium ad-supported video-on-demand (AVOD) streaming service leading the charge in making entertainment accessible to all. With over 50,000 movies and television shows, including a growing library of Tubi Originals, 200+ local and live news and sports channels, and 455 entertainment partners featuring content from every major Hollywood studio, Tubi gives entertainment fans an easy way to discover new content that is available completely free. Tubi's library has something for every member of our diverse audience, and we're committed to building a workforce that reflects that diversity. We're looking for great people who are creative thinkers, self-motivators, and impact-makers looking to help shape the future of streaming.

About the Role:

We are looking to hire a Customer Experience Representative for our Tubi support team. As a Customer Experience Representative, you will be the first point of contact for Tubi viewers via email, social platforms, and more. We’re looking for a highly collaborative, process-oriented, and analytical thinker in the customer service/support space who understands the interplay between customer support and product development.

Responsibilities: 

• Develop a deep understanding of the Tubi platform and drive a successful customer experience by assisting users at varied skill levels through various channels
• Troubleshoot technical issues, outages, and escalations on a variety of device applications to ensure a seamless viewing experience
• Become an expert in all Tubi platforms such as mobile applications, websites, TV apps and devices, and TV broadcast services
• Maintain customer satisfaction ratings based on explicit criteria set forth by management
• Participate in daily workflow processes using operational metrics to gauge performance and ensure timely service
• Participate in a quality program to certify that a high level of accuracy and customer support is consistently being delivered, utilizing CSAT as the primary driving metric
• Embody Tubi's values of Grow Yourself, Team First, Own It, Act with Integrity, Deliver Delight

Your Background: 

• Available Monday - Friday standard business hours
• Bachelor's degree from an accredited university or equivalent work experience 
• A minimum of 2 years of proven experience in customer support (or related position) for a software/tech product (required)
• Familiarity with Zendesk or other customer service platforms
• Engaging personality with the ability to convey patience and remain calm in stressful situations
• Strong time management skills to ensure productivity in alignment with department standards
• Previous experience in the technology industry
• Able to communicate with customers in Spanish (a plus)

#LI-Remote #LI-WW1

Pursuant to state and local pay disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience, and location is listed annually below. This role is also eligible for an annual discretionary bonus, long term incentive plan, and various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents.

California, New York City, Westchester County, NY and Seattle, WA$90,000—$111,000 USDColorado and Washington (excluding Seattle, WA)$81,000—$101,000 USD

Tubi is a division of Fox Corporation, and FOX Employee Benefits summarized here, covers the majority of all US employee benefits.  The following distinctions below outline the differences between the Tubi and FOX benefits:

• For US-based non-exempt Tubi employees, the FOX Employee Benefits summary accurately captures the Vacation and Sick Time
• For all US-based employees, Tubi offers 12 paid "Tubi Holidays" in addition to the 11 FOX Corporate Company paid holidays
• For all salaried/exempt employees, in lieu of the FOX Vacation policy, Tubi offers a Flexible Time off Policy to manage all personal matters
• For all full-time, regular employees, in lieu of FOX Paid Parental Leave, Tubi offers a generous Parental Leave Program, which allows parents twelve (12) weeks of paid bonding leave within the first year of the birth, adoption, surrogacy or foster placement of a child. This time is 100% paid through a combination of any applicable state, city, and federal leaves and wage-replacement programs in addition to contributions made by Tubi
• For all full-time, regular employees, Tubi offers a monthly wellness reimbursement

Tubi is proud to be an equal opportunity