Job Description

FloSports has led the way in establishing a world-class digital streaming experience for millions of fans, families, and athletes of underserved sports. Imagine creating a digital platform that unites the casual fan with the most dedicated spectator, both experiencing thrilling live events from around the world with interactive features, real time analytics, powerful broadcast technology, and more. Combine that with our unique original sports content ranging from breaking news and expert commentary to feature films, documentaries, and multi-episodic series. That’s what FloSports is all about. We have successfully revolutionized the global sports media industry- the result of creating a diverse team of technologists and die-hard wrestlers, creators and devoted cheerleading experts, designers and hockey enthusiasts, communicators and motorsport fanatics, producers and casual sports fans… united by a shared passion to delight the underrepresented communities we serve. We are creating the essential destination for our sports and we’re looking for people like you to help us!

THE ROLE:

Are you ready to be a part of a dynamic leadership team? We’re looking for a passionate and proactive Contact Center lead to join our fast-paced, high-energy environment! In this role, you'll be at the heart of managing our contact center operations, ensuring that both agents and customers are supported and that service delivery exceeds expectations.

The ideal candidate will be someone who thrives on thinking outside the box to provide tailored solutions for customers with unique inquiries. You should be comfortable working closely with other departments to resolve customer concerns, and be able to communicate effectively with colleagues at all levels of the organization. We need someone who can adapt to a flexible schedule, including daytime hours, evenings, weekends, and holidays. Flexibility is key!

If you’re someone who loves problem-solving, embraces collaboration, and enjoys a fast-paced environment, this is the perfect opportunity for you!

RESPONSIBILITIES:

• Monitor Contact Center queues and adjust agent assignments based on volume, need, and agent skills.

• Manage a shift effectively without supervision while overseeing the queue, being the point of contact for any questions both from CS and other external departments

• Provide timely, supportive and clear responses to all agent inquiries in our communication forum.

• Provide timely, friendly, and professional responses to customer inquiries, issues, and requests as escalated by agents

• Show excellent decision-making and communication skills when contacting  other departments to escalate technical issues, outages, and other concerns that affect the viewer or user experience

• Proven experience in identifying and providing solutions to training gaps and deficiencies. Skilled in agent onboarding and new hire training.

• Perform regular quality audits and provide specific and timely feedback to agents.

• Create and maintain internal and external facing process documents, knowledge articles, and help videos.

• Demonstrate ability to perform agent duties with excellence by consistently meeting all KPI’s.

• Ability to reprioritize during peak volumes and show urgency to support team goals and objectives

• Assist leadership with improvements to team tools, agent workflows, and the customer experience

• Multitask, prioritize and manage time effectively

KNOWLEDGE, SKILLS AND ABILITIES: 

• 3+ years of exceptional customer service experience with a passion for creating top-tier customer experiences

• Self-starter with a keen eye for issues, able to confidently escalate and collaborate with leadership to resolve challenges swiftly

• Outstanding communication and people skills, thriving in dynamic, cross-functional team environments

• Experienced in phone and chat support, delivering efficient and friendly service every time

• A natural coach and mentor, dedicated to helping teammates grow and succeed

• Quick-thinking problem-solver, always ready to jump in and take charge to drive solutions

• Demonstrates a strong sense of urgency and ownership, ensuring tasks are prioritized and completed with precision

• Expert in time management, juggling multiple priorities without breaking a sweat

• Patience and empathy at the core, always ready to listen and provide the best possible experience for customers

• Tech-savvy with a solid understanding of computer systems, navigating with ease

• Familiar with CRM tools, leveraging data to drive effective customer interactions and support

• Flexible and available for weekends and extended hours, ensuring full coverage around key events and deadlines

BONUS POINTS: 

• Computer networking skills

• A desire to learn about technology

OUR COMMITMENT TO DIVERSITY:

At FloSports, we are bonded by our passion for sports and our purpose to unite communities around experiences that finally give underserved sports the love they deserve. We recognize the need to build a company that seeks out, embraces, and celebrates our individual differences, ideas, and talent. FloSports is committed to the pursuit of a fair, equal and inclusive workplace where everyone is given the opportunity to grow to their fullest potential.

OUR BENEFITS:

• Recognized three years in a row as a Top Workplace by the Austin-American Statesman

• Flexibility at work - you can take control of your profession and personal schedule

• All-hands events hosted annually in beautiful Austin, Texas

• Annual equity awards for all top performers

• Competitive and comprehensive medical, dental and vision plans

• Peace of mind through company-paid short-term disability, long-term disability and life insurance

• Generous 401(K) company match vested immediately

• Progressive parental leave policies

• Flexible paid time off

• Hack-a-thons and a full calendar of team-building and social events

• Company donation to youth teams and leagues that our employees coach

• Stocked snack bar, catered lunch and breakfast tacos every week