Customer Experience Representative II
Job Description
Join Tubi (www.tubi.tv), a division of FOX Technology, a premium streaming service leading the charge in making entertainment accessible to all. Headquartered in San Francisco, Tubi is an ad-supported video-on-demand (AVOD) service with movies and television shows. With over 40,000 titles from every major Hollywood studio, Tubi gives fans of movies and television shows an easy way to discover new content that is available completely free. Tubi's library has something for every member of our diverse audience, and we're committed to building a workforce that reflects that diversity. We're looking for great people who are creative thinkers, self-motivators, and impact-makers looking to help shape the future of streaming. Our services are currently available in the US, Canada, Australia, New Zealand, Mexico, Costa Rica, Ecuador, El Salvador, Guatemala, and Panama.Â
About the Role:
This role is for someone who is customer obsessed, committed to listening to customer feedback and delivering insights that will improve the customer experience and drive business results. You should command not only excellent technical and customer service skills, but also the professionalism and initiative to get problems resolved quickly and efficiently.Â
Responsibilities:
- Diagnose and resolve complex problems, questions and inquiries encountered by users by reproducing and investigating software issues/bugs
- Leverage experience, subject matter expertise and acumen to provide creative and innovative solutions to complex operational and/or business challenges and opportunities
- Log and track incidents and requests from identification through resolution. Follow up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
- Serve as the key point of contact for matters related to customer feedback, pain points, and SOP in customer support
- Collaborate with cross-functional teams as a customer advocate to integrate customer feedback and experience metrics into decisions (Legal, Product, Growth, Marketing)
- Develop documentation for all support activities and problem resolutions within internal and knowledge bases
Your Background:
- Fluent in Spanish and English
- 2+ years of customer support or technical operations experience, preferably associated with live streaming
- Experience with Root Cause Analysis and reproducing/investigating software issues/bugsÂ
- Ability to effectively communicate across all levels of the organization, including remote teams and internal and external teams
- Strong analytical and problem-solving skills with the ability to rapidly assimilate and summarize information from disparate sources
- Experience working with software support tools such as Zendesk, Notion, and Shortcut, or similar products
- Embody Tubi values of: Grow Yourself, Team First, Own It, Act with Integrity, Deliver Delight
#LI-Remote #LI-WW1
Pursuant to state and local pay disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience, and location is listed annually below. This role is also eligible for an annual discretionary bonus, long term incentive plan, and various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents.
Tubi is a division of Fox Technology, and the majority of all US-employee benefits are covered by FOX Employee Benefits, summarized here.  The following distinctions below outline the differences between the Tubi and FOX benefits:
- For US-based non-exempt Tubi employees, the FOX Employee Benefits summary accurately captures the Vacation and Sick Time
- For all US-based employees, Tubi offers 12 paid "Tubi Holidays" in addition to the 11 FOX Corporate Company paid holidays
- For all salaried/exempt employees, in lieu of the FOX Vacation policy, Tubi offers a Flexible Time off Policy to manage all personal matters
- For all full-time, regular employees, in lieu of FOX Paid Parental Leave, Tubi offers a generous Parental Leave Program, which allows parents twelve (12) weeks of paid bonding leave within the first year of the birth, adoption, surrogacy or foster placement of a child. This time is 100% paid through a combination of any applicable state, city, and federal leaves and wage-replacement programs in addition to contributions made by Tubi
- For all full-time, regular employees, Tubi offers a monthly wellness reimbursement
Tubi is proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.
Date Posted
02/19/2023
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3
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