Customer Support Operations Coordinator

The NFL Digital Media group is seeking a coordinator to assist with supporting various platforms at NFL Media with a focus on customer support for NFL+ and NFL owned and operated apps.  This person will be expected to immerse themselves in the details of all digital products and become a communication hub for operational activities. This person should have strong communication skills and confidence in a fast-paced environment. This position communicates with product management, technology, marketing, and sales departments.  The Seasonal role will report directly to the Senior Product Operations Manager.

The Customer Support Operations Coordinator will play a crucial role in ensuring the efficient and seamless operation of customer support channels for NFL+ streaming service and NFL owned and operated products. This individual will collaborate with customer service partners to optimize processes for Chat, Messaging, Live Chat, Voice, and Email support. They will be responsible for maintaining and updating FAQ content, driving operational efficiency, and ensuring a high-quality customer support experience across all touchpoints. Coordinate and support Tier-1 and Tier-2 requests from fans and direct-to-consumer subscribers.  Report any trends seen while managing tickets.  Use several databases, portals, and consoles to perform several account functions.

Responsibilities

• Support Channel Optimization:
• Work closely with customer service partners to identify, assess, and implement improvements in support channels including Chat, Messaging, Live Chat, Voice, and Email.
• Process Improvement:
• Analyze customer service workflows and recommend process improvements to enhance efficiency and customer satisfaction.
• FAQ Content Management:
• Regularly update and manage the FAQ content for accuracy and relevance, ensuring it reflects the most up-to-date information for NFL+ streaming and other NFL products.
• Zendesk Management:
• Utilize Zendesk to monitor, track, and manage customer inquiries, ensuring that tickets are handled efficiently and effectively.
• System Proficiency:
• Leverage tools such as Chatbot AI, Voice AI, Postman, NFL apps, and social media platforms to provide seamless support for both internal teams and customers.
• Social Media Monitoring:
• Monitor and engage with customer feedback, questions, and issues across social media platforms (Twitter, Facebook, Instagram, etc.) to ensure a timely response and resolution of concerns. Identify trends and recurring issues from social media to inform customer service strategies.
• Cross-functional Collaboration:
• Collaborate with various departments (Product, Marketing, IT, etc.) to ensure customer support needs are met and product updates are effectively communicated to support teams.
• Performance Tracking:
• Monitor and report on key metrics to assess the effectiveness of customer support channels, identifying areas for improvement and ensuring KPIs are met.
• Training and Support:
• Assist in training new agents and supporting existing team members by providing updates and ensuring they are equipped with the necessary resources to handle customer issues.
• Customer Feedback Analysis:
• Collect and analyze customer feedback from multiple channels (including social media) to identify recurring issues and work with internal teams to implement solutions.
• Others
• Identify and resolve operational issues, escalating problems as necessary to ensure timely resolution. Try to reproduce reported issues and then send to development team.
• Update content in the CMS as requested.
• Stay updated on industry trends, best practices, and regulations related to operational processes.
• Provide support for NFL+ subscriptions, including plans, billing, renewals, cancellations, payments, and access issues across devices
• Clearly explain auto-renewal, billing cycles, and eligibility; ensure alignment with NFL+ policies
• Produce weekly support reports (ticket trends, CSAT, SLA, contact drivers, AI deflection, escalations, live event insights)

Required Qualifications

• 1-3+ years’ experience coordinating and supporting digital products in a sports entertainment, digital, media or related industry
• 3+ years of experience in customer support, preferably within a tech or streaming service environment.
• Well-organized; ability to manage multiple tasks and prioritize in a fast-paced environment
• Strong interpersonal, verbal, and written communication skills
• Excellent problem-solving ability; highly motivated to drive positive change
• Must be able to work all NFL Game Days, including Preseason, Regular Season and Playoffs, in-office.
• Must be able to work on holidays (e.g. Thanksgiving, Christmas Eve, Christmas, New Year's Eve, New Year's).
• Strong knowledge of sports and digital sports products
• Proficiency in customer support platforms including Zendesk, Postman, NFL apps, and social media monitoring tools.
• Strong understanding of customer service best practices and multi-channel support strategies.
• Experience managing and updating knowledge bases or FAQ content.
• Experience in social media monitoring and engagement, with a focus on customer service.
• Excellent communication and problem-solving skills.
• Ability to work cross-functionally with internal teams and external partners.
• Strong analytical skills with the ability to track and report on support performance metrics.
• Ability to thrive in a fast-paced, dynamic environment.

Preferred Education and Experience:

• Bachelor of Science or Arts degree in business, marketing, communications, computer science, or related field is preferred.

Other Key Attributes / Characteristics

• Ability to understand and document business rules
• Ability to quickly learn new systems and programs
• Attention to detail and excellent organizational skills
• Avid interest and knowledge of NFL football
• Excels collaborating with teams

Terms / Expected Hours of Work

• 40 hours per week
• Must be flexible to work weekends (specifically Sundays in-season)
• Onsite in NFL Inglewood Office
• Seasonal role (up to 7 months)

Salary / Pay Range

This job posting contains a pay range, which represents the range of salaries or hourly rates that the NFL believes, in good faith, at the time of this posting that it might be willing to pay for the posted job in the location(s) specified. The NFL expects to hire for this position near the middle of the range. Only in truly rare and exceptional circumstances, where an external candidate has experience, credentials or expertise that far exceed those required or expected for the position, would the NFL consider paying a salary or rate near the higher end of the range.

Benefits Information
To learn more about our comprehensive benefits offerings, please visit: NFL BENEFITS

At the NFL, in-person work at our offices is a top priority because it allows us to collaborate more effectively, build stronger connections, and maintain the culture that drives our success. This role requires onsite presence at an NFL office or stadium location, and remote and/or hybrid working options are not offered. 

NO RELOCATION ASSISTANCE WILL BE PROVIDED.

The NFL is committed to building an inclusive work environment that reflects our incredible fan base. We provide an environment of mutual respect where equal employment opportunities are available to all employees and applicants without regard to status as protected by applicable federal, state, and local laws. 

WHO WE ARE:

NFL Core Values:

• Respect: Everyone matters. We celebrate diverse opinions, honor hard work, and value every contribution.
• Integrity: We do what's right, even when it's tough. We hold ourselves accountable and always follow through.
• Team Responsibility: We support each other and our communities. No one is bigger than the game, and every action impacts others.
• Resiliency: We set high standards, overcome adversity, and adapt to challenges, always striving for excellence.

NFL Leadership Attributes:

• Build Talent: We develop and nurture potential, empowering individuals to grow and succeed.
• Execute: We take action with precision, delivering results that drive our goals forward.
• Inspire: We motivate others through vision, energy, and a commitment to excellence.
• Live Our Values: We embody our core principles in every decision and action.
• Know the Business: We stay informed, understand our industry, and make decisions that strengthen our position.
• Think Big: We challenge the status quo, envision bold possibilities, and strive for transformative impact

WHO YOU ARE:

Talent Attributes:   What we expect for our employees:

• Embody an enthusiastic, proactive can-do attitude 
• Embrace grit, free from ego or entitlement
• Excel as a relationship builder, with the ability to influence
• Eager learner, driven by passion rather than just ambition
• Encompasses an incredible work ethic with an agile mindset