Operations Operations

Social Media Customer Services Team Leader

Charlotte

Job Description

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

As a Social Media Customer Services Team Leader, you will drive the Social Media Customer Services strategy. You will directly manage a team of social media customer service agents. You will initially be responsible for defining our strategy and developing high quality, skilled social agents who can deliver it. You will motivate the team to provide a best in class social experience for our users.

Collecting and analyzing user feedback will be critical for product development and improvement. Your analysis will directly influence the future of the product so building strong relationships with key stakeholders within the business will be crucial.

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

  • Be responsible for monitoring all social activity and posts on daily basis
  • Be the voice of our customers and provide regular feedback to other areas of the business
  • You will ensure customer satisfaction (NPS) across our social platforms
  • Create high quality daily, weekly, and monthly reports
  • Establish and deliver robust processes for incident management, escalations and contact creation
  • You will be a people manager and have recruitment responsibilities

DO YOU HAVE THESE ESSENTIALS?

  • Previous experience managing a social team – preferably in the media sector
  • Experience using social listening tools like Sysomos, as well as CRM tools – preferably Salesforce
  • Technically proficient
  • Keen interest in global sport  

NOT ESSENTIAL BUT GREAT IF YOU ALSO HAVE

  • 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 on a social environment
  • Ability to identify problems and scope out solutions and project manage through to completion

US BENEFITS INCLUDE

  • You’ll receive up to 15 days of Paid Time OFF (from the start), 9 paid holidays, affordable health benefits (dental and vision included), generous sick time package, competitive parental leave, short and long-term disability paid by the company, basic term life insurance and personal accident insurance paid by the company, 401(k) and a flexible work environment.  
  • And there’s more…… you’ll have access to our online learning portal (MindTools) and be part of our Career Deal,  which aims to support your continued professional development. We also have a structured management development program  and a financially rewarding ‘Refer a Friend’  scheme. *Please Note - some of these benefits will be available to you upon successful completion of your probation.

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 and production through to content distribution and commercialisation.
·         We run some of the world's most popular sports sites, including Goal, Sporting News and Spox.

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/