Seasonal Customer Support Operations Coordinator
$41,600–$52,000 year
On-siteInglewood, California, United States
Job Summary
Optimize support channels for NFL+ and owned apps by collaborating with partners to improve Chat, Messaging, Live Chat, Voice, and Email workflows. Manage Zendesk tickets, update FAQ content, and monitor social media feedback to identify trends and inform strategies. Coordinate Tier-1 and Tier-2 requests, resolve operational issues, and produce weekly reports on ticket trends, CSAT, SLA, and AI deflection. Provide subscription support for billing, renewals, and access issues while training agents and cross-functionally with Product, Marketing, and IT teams. Work onsite in Inglewood during game days and holidays as part of a seasonal role up to seven months.
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
- Must be flexible to work weekends (specifically Sundays in-season)
- Onsite in NFL Inglewood Office
- Seasonal role (up to 7 months)
Desired Qualifications
- Bachelor of Science or Arts degree in business, marketing, communications, computer science, or related field is preferred
- Avid interest and knowledge of NFL football
- Ability to understand and document business rules
- Ability to quickly learn new systems and programs
- Attention to detail and excellent organizational skills
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