Operations Operations

Customer Services Manager

Charlotte

Job Description

Job Title:
Customer Services Manager
Location:
Charlotte
Schedule:
Full-Time, Permanent
Team:
Customer Service
Department:
Operations
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What's your new role about?

DAZN is looking for a Customer Services leader to deliver a world class customer experience to sports fans across North America.

As the Customer Services Manager for DAZN North America, you will be responsible for driving improvement, reducing propensity to contact, reporting center activity to management and increasing efficiency. Your expertise will drive the team to achieve excellence by working with our global Customer Services teams to set in place best practices, development and implementation of operational processes and the continued training.

HERE’S YOUR ROLE BROKEN DOWN (NOT ALL OF IT, JUST THE MOST IMPORTANT STUFF)

  • Ensure world class customer service is delivered across both the traditional Customer Services Teams and the Social Media Customer Services teams
  • Identify ways to reduce customer contact rates and implement solutions to achieve desired results
  • Interpret in-depth analytical reporting of center activity and user feedback
  • Be the voice of our costumers and provide regular feedback to key stakeholders
  • Be a strong people leader - recruit top talent and promote a culture of limitless ambition

DO YOU HAVE THESE ESSENTIALS?

  • Experience managing a customer support center, preferably in the media sector
  • Previous experience using a CRM tool – preferably SalesForce
  • Must be technically proficient and be familiar various devices
  • Ability to analyze data and provide accurate and timely reports

NOT ESSENTIAL BUT GREAT IF YOU ALSO HAVE...

  • A keen interest in global sports
  • 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
  • Experience with Live Chat, Email and Social support

Here's a little more about us…

At DAZN, we bring ambition to life.
 
We are innovators, game-changers and pioneers. There are no limits to what we can achieve. So, if you want to push boundaries and change the world, 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.
 
Because for us, it's all about Limitless Ambition - never settling, always restless, always wanting more for our customers. We're growing fast and have made a big impact so far, and that's just the beginning. There's so much we can do. Working with us is exciting, empowering and truly global.
 
If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to succeed at DAZN. Come and join our team
 
DAZN – who we are and what we do:
 
- Headquartered in the UK
- 2,800 employees in over 24 countries.
- We are home to DAZN – the largest, fastest-growing global sports streaming service
- DAZN is live in Spain, Italy, Germany, Austria, Switzerland, Brazil, the USA, Canada, and Japan.
- We guarantee affordable access on all devices including TVs, smartphones, tablets, games consoles and PCs
- We work across every aspect from broadcast planning & production through to content distribution & commercialisation
- We run some of the world's most popular sports sites, including Goal, Sporting News and Spox.
 
To find out more visit: https://careers.dazn.com/