Operations Operations

Subject Matter Expert - Social Media Customer Service

Hyderabad, India

Job Description

Job Title:
Subject Matter Expert - Social Media Customer Service
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. ​
 
DAZNislooking for a Social Customer Service Market Lead to deliver world-class customer support to Italian/Spanish/German/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. ​
 ​
You will be responsible for delivering a top-class experience to our IT/ES/DACH/Global customers, helping them via our social media support channels. You will be the voice of DAZN as a brand on socials. ​
You will work closely with Content, PR, Product, CRM and Customer Service local teams providing feedback to develop and improve processes, identify customer needs and help our passionate community.
​You will be the key player between the market and the social team, accountable for briefing agents, keeping the whole team up to speed and aligned about local sports themes and product updates, cascading guidelines, owning and sharing public/private comms with the team.
 
Other day-to-day tasks include real-time events coverage, community management, social sentiment analysis, public-facing platforms management, reviewing escalations and VIP support. 

HERE’S A BREAKDOWN OF WHAT YOU’LL DO

  • Monitor DAZN social and digital channels and be responsible of social listening in your market ​
  • Provide real-time insight on app issues, product features, CX, social sentiment, content ​
  • Handle and carefully respond to public customer inquiries through different channels identifying needs and fixing issues ​
  • Coordinate with a team of Customer Service social agents ​
  • Align with relevant DAZN stakeholders in your market to ensure quality and consistency ​
  • Drive improvements in DAZN digital reputation, guiding conversations with DAZN community ​
  • Shape DAZN’s Customer Service tone of voice on social media in line with market needs ​
  • Provide reporting and insights to DAZN internal and senior stakeholders​
  • Lead a team of social agents providing aligned comms for 1-2-1 interactions with customers​

DO YOU HAVE THESE ESSENTIALS?

  • Previous senior experience in a digital or social media environment
  • Global experience – working with teams outside of India, able to effectively communicate with people from different locations in Europe and around the world
  • 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)
  • Passion for sports 

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 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”

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.