Job Description
Customer Care Team Lead
Remote
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, content offerings and awards including being ranked highest in Customer Satisfaction among Live TV Streaming Providers by J.D. Power. 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 seeking a motivated Customer Care Team Lead to provide leadership to Tech support representatives in delivering a world-class customer experience. We are looking for a leader with excellent interpersonal skills, customer focus, and strong problem-solving abilities. As a Customer Care Team Lead, you will be responsible for creating a high-performing team through coaching and development.
Responsibilities include:
- Work closely with a group of 15 agents.
- Lead the team to provide world-class customer experience
- Provide thought leadership and coaching for success.
- Monitor the individual and team to meet department KPIs on a daily and weekly basis.
- Address escalated customer/ employee issues
- Conducts quality assessments for team members to ensure high-quality customer interactions
- Conducts weekly one on one’s focused on performance and development
- Oversee hours and ensure productivity matches payroll
- Act as a first point of contact for questions from agents
- Motivate and stay highly engaged with the team to meet and excel on performance
Qualifications:
- As a Customer Care Lead, you must be able to lead and motivate customer care reps. We are looking for a supervisor that can bring energy, excellent communication skills, and strong analytical skills
- 3+ years of team leadership experience, preferably in a contact center industry
- Experience in tech support for TV/streaming preferred
- A track record in delivering results in a fast-paced contact center environment
- Track record in coaching, mentoring, and developing customer care reps
- A collaborative team leader and strategic thinker
- Above-average knowledge of tech-related elements and troubleshooting tech devices (i.e. Amazon Fire TV, Chromecast, Roku, iOS, Android, etc.)
Additional requirements:
- Bilingual Spanish is preferred, but not required
- BA/BS degree preferred, but not required
- Strong written communications and presentation skills
- Flexible scheduling, including weekends and nights
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
- Professional development courses and learning opportunities
- 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 if hired in New York City is $52,000 per year; maximum base salary for this role is $58,000 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.