About Fubo:
With a mission to build the world’s leading global live TV streaming platform with the greatest breadth of premium content and interactivity, FuboTV Inc. (NYSE: FUBO) aims to transcend the industry’s current TV model. Fubo operates in the U.S., Canada, France and Spain. The company also has a growing technology center in Bangalore, India that is developing strategic product and technology features for the global Fubo platform.
We’re rapidly growing in employees, subscribers, and content offerings! Which means we need your help taking us to the next level.
Fubo is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply.
About the role:
Fubo is currently seeking a Tier 2 Subject Matter Expert to join our Tier 2 Customer Care team. They will act as a subject matter expert on the Fubo product, customer service, tech and social media processes and policies to mentor and support agents in their customer interactions and development.
What you’ll do:
- Act as a first point of contact for questions from agents about product, processes, workflows, and policies
- Assist Team lead with QA evaluations and KPI trending
- Partner with Team Lead to ensure agent resources are up to date
- Lead Pre Shift huddles, conduct workshops and call listening sessions for the agents
- Handle customer escalations through phone and email
- Motivate agents and remain actively engaged with the team
- Proactively identify and share with leadership any issues with our tools, processes, and service impacting our agents, business or customer experience
What to Bring:
- Expertise on customer care processes, and troubleshooting technical issues across all supported devices and systems
- Strong written and verbal communication skills with the ability to work directly with leadership, agents, and customers to address a variety of issues, including escalated matters
- Strong analytical skills to identify patterns and provide actionable recommendations
- Ability to listen with empathy, use probing questions as needed to understand issues, and proactively offer solutions to customers and agents
- Ability to prioritize tasks in order of importance and manage time effectively to ensure deadlines are met
- Punctual, regular and consistent attendance is required
- Must be flexible with working hours. Available to work all shifts including weekends, holidays and emergency shifts as required
Requirements:
- Associates degree in a technical field preferred
- 5+ years of experience in a customer facing technical support role, handling escalated customers, preferably in the streaming industry
- 1+ years of experience supporting a team as a supervisor or subject matter expert
- Experience handling social media contacts
- Above average experience with streaming devices such as Roku, AppleTV, Amazon Firestick
- Experience working with Zendesk, NiceInContact, and Sprout
Perks & Benefits:
- At Fubo, you will have the opportunity to personally influence what live media looks like after it goes through its next big transformation
- Fubo provides a highly competitive compensation based on experience and market standards
- Robust benefit package including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
- Free Premium Fubo Account
- Health and Wellness initiatives
- Unlimited PTO days and regular company-wide activities.
- Fubo's main Headquarters are located in Midtown Manhattan, with offices in Denver, Paris, and Bangalore
- Fubo is an e-verified company
Fubo’s minimum base salary for this role is $45,000 per year; maximum base salary for this role is $51,500 per year. Additionally, this role is eligible to participate in Fubo's annual cash bonus plans, unlimited PTO, and a full range of medical benefits. Final offer amount will be at the company’s sole discretion and determined by multiple factors, including years and depth of experience and expertise, location and other business considerations.
Estimated Salary range:
Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $60,000 - $80,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.
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