Operations Operations

Team Lead - Social Media Customer Support

Hyderabad, India

Job Description

Job Title:
Team Lead - Social Media Customer Support
Location:
Hyderabad, India
Schedule:
Full-Time, Permanent
Team:
Customer Service
Department:
Operations
Apply

What's your new role about?

DAZNislooking for a Social Customer Service Team Leader to deliver a world class customer experience to Global sports fans. 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. 
 
In this role you will motivate, lead and manage a team of social agents to ensure any experience of DAZN Customer Service through their team positively impacts brand advocacy, online reputation, loyalty and leads to DAZN retention.  
 
You will work closely with all internal departments of the organisation and external partners to develop and improve processes to drive quality and productivity improvements of both own and team performance. 
 
Highly motivated with a drive to achieve and exceed team targets. Supporting the management of and daily running of the Social Customer Service team to drive the performance and improvement of customer service in a challenging exciting environment such as social media. Demonstrating effective coaching and role-modelling of best practice, supporting the effective management of resource to deliver against SLAs. You will be responsible for leading a dynamic team to ensure they deliver and exceed performance and quality targets. You will be a creative, high energy people person, ready to work in a challenging and fast-moving environment, shaping our business to deliver results.
 
Other day to day tasks include but are not limited to monitoring and improving daily, weekly, monthly and quarterly performance, creating, reviewing and delivering internal reporting, managing and reviewing the team development, proactively address training and improvement needs and taking ownership of escalations and VIP support.

HERE’S A BREAKDOWN OF WHAT YOU’LL DO (NOT ALL OF IT, JUST THE MOST IMPORTANT STUFF)

  • Manage and develop a team of Social Customer Service agents in a 24/7 environment, using a range of tools to support DAZN customers in all types of requests via social media channels (troubleshooting, billing, retention, acquisition, etc) 
  • Put in place measurement and quality systems, develop people, and improve the customer experience for our customers on social, while delivering high quality, analytical reports on Customer Service output on a daily, weekly and monthly basis 
  • Capture and analyze all customer service data to drive KPI improvements which include but are not limited to: quality, productivity, net promoter score, customer satisfaction and propensity to contact 
  • Utilize and maintain the internal and external knowledge base, help pages, internal training resources and ongoing customer service feedback to re-align materials and training methodologies 
  • Identify potential process improvements and work with internal and external stakeholders to manage any development work that may be required 
  • Communicate frequently with both internal and external teams such as product and marketing to ensure that upcoming events are planned for and current product issues are managed through to resolution 
  • Deliver CS training for new hires and upskilling 
  • Support global training initiatives/projects 
  • Provide input for training content to support CS agents 


  • DO YOU HAVE THESE ESSENTIALS? 
  • Previous experience managing a customer service team 
  • Good understanding of Customer Service metrics 
  • Strong quality focus and drive to deliver world class customer service 
  • Strong team and process implementation 
  • Business level English (C1) 

  • NOT ESSENTIAL BUT GREAT IF YOU ALSO HAVE  
  • Experience working on social media, including but not limited to: sentiment analysis, monitoring social mentions, real-time crisis management, understanding of social and app stores ecosystem
  • Experience using Zendesk 
  • Experience working under pressure with the flexibility to meet the requirements of a 24/7 365 day per year operations team 
  • Previous experience managing live incidents 

Here's a little more about us…

HERE’S A BIT MORE ABOUT US 
 
In 2015, DAZN was simply an idea. Now we are a global media tech company with over 2500 permanent employees and a unique live and on-demand sport streaming service which is active in multiple territories around the world. 
 
Our company is also home to some of the world’s most popular sports websites including Goal.com, Sporting News and Spox.com
 
If you were to ask one of our employees what it’s like to work at DAZN you may hear words such as progressive, brave, dynamic, agile and fun. We have a team of intelligent, hard-working individuals who believe in our product and who want to support our common goal: to change the way the world sees sport. 
 
Using world class technological infrastructure and the expertise of the very best talent drawn from the BBC, SKY, ESPN, FIFA, Nike, Facebook, Twitter, Spotify, Amazon and Now TV to name a few, DAZN is leading the charge to give sports fans around the world access to sport anytime, anywhere. 
 
DAZN is available on nearly every connected device including TVs, smartphones, tablets, PCs and games consoles. 
 
The platform is going through a period of rapid expansion with further new markets to be revealed soon. 
 
To find out more visit: http://media.dazn.com