Operations Operations

Social Customer Service App Store Specialist

Hyderabad, India

Job Description

Job Title:
Social Customer Service App Store Specialist
Location:
Hyderabad, India
Schedule:
Full-Time, Permanent
Team:
Customer Service
Department:
Operations
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What's your new role about?

Join the brand that's revolutionising sports entertainment!
Shape world-class customer service while working among a team of social media enthusiasts. ​
 
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ADVERT ​
DAZNislooking for a Social Customer App Store Specialist to deliver world-class customer support to our Global sports fans across social media and digital channels.​
DAZN is a revolutionary live and on-demand sports streaming service which puts fans first and Customer Services is at the forefront of this ethos. ​
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You will be responsible for delivering a top-class experience to our customers, helping them via the main App Store platforms and channels. You will be the voice of DAZN as a brand on these platforms, as well as gathering accurate insights and providing structured feedback to help DAZN product development. ​
You will work closely with Content, PR, Product, CRM and Customer Service teams providing feedback to develop and improve processes, identify customer needs and help our passionate community.
​You will be a key player within the social team, accountable for the App Store ecosystem (including but not limited to: Google Play, Apple Store, Trustpilot, Amazon…) and responsible for the community management in this important digital area.

HERE’S A BREAKDOWN OF WHAT YOU’LL DO

  • Monitor DAZN App Store platforms and be responsible of listening globally ​
  • Provide real-time insight on app issues, trends, product features, CX, sentiment
  • Handle and carefully respond to public customer inquiries through different platforms identifying needs and fixing issues ​
  • Coordinate with a team of Customer Service social agents ​
  • Align with relevant DAZN stakeholders ensure quality and comms consistency ​
  • Drive improvements in DAZN digital reputation, guiding conversations with DAZN community ​
  • Shape DAZN’s Customer Service tone of voice in line with market needs ​
  • Provide reporting and insights to DAZN internal and senior stakeholders​

DO YOU HAVE THESE ESSENTIALS?

  • Previous experience in a digital or social media environment ​
  • Great understanding of the social media industry, metrics, trends ​
  • Strong quality focus and ambition to deliver top-class customer service ​
  • Strong brand awareness and willingness to be responsible for DAZN public facing on socials ​
  • Excellent oral & written communication skills ​
  • Business level English (C1)

NOT ESSENTIAL BUT GREAT IF YOU ALSO HAVE

  • Experience using social media tools (listening, monitoring, reporting) ​
  • Experience managing social communities and dealing with real-time queries
  • Experience in the field of App Store Optimization (ASO) ​
  • Experience working under pressure with the flexibility to meet the requirements of a 24/7 365 day per year operations team ​
  • Ambitious mindset, passionate about solving problems, a digital “go-getter”
  • Passion for sports

Here's a little more about us…

HERE’S A LITTLE MORE ABOUT US…
 
At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. 
 
As part of our team,you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop. 
 
DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:  
 
AMBITIOUS – people who want to make a big impact and drive DAZN forward.  People who move fast and make success happen. 
 
INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business.  People who come up with better, simpler ways of doing things. 
 
PASSIONATE – people who are proud of our product, out content and our business – and love to shout about it.  People who love what they do and show commitment every day. 
 
BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results.  People who will take on challenges no matter what is in front of them. 
 
SUPPORTIVE – people who know that we achieve more as a team than as individuals.  People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers.  People who consider others before making decisions.