Customer Support Representative

About the Role:

We are looking to hire a Customer Support Representative for our Tubi customer support team. As a Customer Support Representative, you will be the first point of contact for Tubi viewers via email, social platforms, and more. We’re looking for a highly collaborative, process-oriented, and analytical thinker in the customer service/support space who understands the interplay between customer support and product development.

Responsibilities:

• Develop a deep understanding of the Tubi platform and drive a successful customer experience by assisting users at varied skill levels through various channels
• Troubleshoot technical issues, outages and escalations on a variety of device applications to ensure seamless viewing
• Become an expert in all Tubi platforms including but not limited to: mobile application, website, TV apps and devices, and TV broadcast
• Maintain customer satisfaction ratings based on explicit criteria set forth by management
• Participate in efficient daily workflow processes using operational metrics to gauge performance and ensure timely service
• Participate in a quality program to certify that a high level of accuracy and customer support are consistently being delivered, utilizing CSAT as the primary driving metric
• Embody Tubi values of: Grow Yourself, Team First, Own It, Act with Integrity, Deliver Delight

Your Background:

• Ability to work a schedule that is Thursday - Monday
• Ability to work Friday after 4pm, Saturday after 10am, and Sunday after 1pm (Pacific Time)
• Bachelor's degree from an accredited university, or equivalent work experience
• A minimum of 1 year of proven experience in a customer support or related position
• Familiarity with Zendesk or other customer service platforms
• Engaging personality with the ability to convey patience, and remain calm in stressful situations
• Strong time management skills to ensure productivity in alignment with department standards

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