Operations Operations

Customer Support Manager - B2C - m/f/d

Munich, Germany

Job Description

Job Title:
Customer Support Manager - B2C - m/f/d
Location:
Munich, Germany
Schedule:
Full-Time, Permanent
Team:
Customer Service
Department:
Operations
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What's your new role about?

Disrupting an industry isn’t easy!  DAZN are playing more hours of live sports than any other company anywhere in the world! DAZN have secured a further share of domestic broadcast rights to German soccer’s Bundesliga from the 2021/22 season until 2024/25, and we believe this is a key moment in the growth and maturity of sport streaming services.  We are committed to bringing the best possible sport to fans in an affordable, accessible and flexible way.   
 
As Customer Support Manager, you will help ensure the best possible Customer experience to support our customers. You will be joining an established Global Customer Support team responsible for performance, leading improvement, reducing propensity to contact, reporting centre activity to management and increasing efficiency. You will lead training initiatives to ensure that we are providing a best-in-class customer experience. As a voice for customers, you will work closely with other areas of the business to ensure that our customers’ needs are heard.  
 
This is a brilliant opportunity to set out what great looks like. You will have the chance to influence customer and agent journeys and input to requirements for our Customer Support tools and systems to ensure they are ready to deliver exceptional support to demanding customers through live-chat, email, and social, plus other channels coming. 
 
Get in touch with us to find out more! 

Please note, our Talent Acquisition team are based in the UK so we kindly as that you upload your CV in English. Thanks!

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

  • Manage the operational performance of our customer support centre  
  • Ensure KPI and SLA adherence 
  • Account management of some of our key commercial customers 
  • Relationship management with key internal teams and external suppliers 
  • Have a 360-degree view of customer pain points via in-depth reporting
  • Work with our technical teams to reduce contacts by product improvement 
  • Look to improve agent efficiency by understanding where our process/tools can be improved  
  • In-depth reporting of the centre’s activity and user feedback 

DO YOU HAVE THESE ESSENTIALS?

  • Bilingual German/English speaker 
  • Comprehensive Customer Service experience, ideally in similar industry 
  • Significant experience of managing outsourced customer service operations 
  • Familiarity with Salesforce service cloud  
  • Metric focussed with an ability to interpret data and provide accurate reports 
  • Proven track record of driving improvement 
  • Passionate about customer service and contact reduction 

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 
  • Experience communicating with all levels of the business; able to articulate thoughts and influence senior key stake holders  
  • Keen interest in global sports 

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.

At 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.

If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN.

We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity and where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations and gender identities. If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.

We look forward to hearing from you.