Director of Customer Care, Fubo
$130-170k
Salary only applicable to candidates located in New York City + Equity Plan + Cash Bonus Plan
More information about location
Sports-first live TV streaming platform
Open for applications
Sports-first live TV streaming platform
501-1000 employees
Open for applications
$130-170k
Salary only applicable to candidates located in New York City + Equity Plan + Cash Bonus Plan
More information about location
501-1000 employees
Company mission
To provide users with the most popular news, sports, and entertainment broadcasting across the world.
Role
Who you are
- 7+ years of contact center people management experience, leading mid-to-large size groups with a proven track record of success
- Strong knowledge of contact-center operational procedures and metrics
- Strong leadership and team management skills with the ability to motivate and inspire employees
- You thrive under pressure and have experience handling critical issues calmly and respectfully
- You’re available to work irregular hours including holidays, nights, and weekends
- A Bachelor’s Degree from an accredited university
What the job involves
- We are seeking an experienced and dynamic Director of Customer Care to lead our customer support team and drive exceptional customer experience. This role is responsible for developing and executing strategies that enhance customer satisfaction, streamline service operations, and improve overall efficiency
- The Director of Customer Care will work cross-functionally with other departments to implement best practices, monitor key performance indicators (KPIs,) and foster a customer-centric culture throughout the organization
- Oversee day-to-day operations including but not limited to the operation teams, quality assurance, scheduling/staffing for remote Fubo teams
- Own oversight to Fubo outsourced vendor partners
- Own key KPIs for all BPOs
- Overall implementation of strategy for customer service, including evaluation of success measures and operational efficiency
- Manage departmental budgets and ensure cost-effective service operations
- Key influencer or decision maker for front-line policies and procedures regarding KPIs, motivation, rewards, discipline, conflict resolution, interviews, attendance, and training
- Oversee the identification, development, analysis, and improvement of team performance and/or business objectives
- Leverage data to make factual decisions on behalf of the customer experience field team to influence process improvement opportunities
- Recommend plans for training, quality assessment, staffing, shift assignments, and all other agent-impacting projects supported by global functional teams
- Validation and approval of vendor invoices
- Conducting performance reviews for direct reports
- Job duties are subject to change
Our take
Fubo is a live sports streaming service that operates in the United States, Canada, France and Spain. It differentiates itself from other sports braodcasters as sitting at the intersection between traditional cable and streaming, positioning itself as a must-have media provider for sports fans, with an internally-built tech stack allowing for instant replays and live interaction with sporting events.
While its core offering has always been in sports, Fubo built up a strong entertainment service, carrying content from numerous other networks and studios. Following its 2020 IPO its stocks rose sharply as a serious contender against older streaming services such as Netflix and Hulu. By the end of 2022 it had an audience of 1.5 million North American subscribers and over $1 billion in annual global revenue.
Despite its strong growth the company has entered a difficult period. Beginning to lose the market share it had taken from its competitors, it is also reducing its entertainment services and withdrawing from the sports betting market with knock-on effects for its share prices. While still a popular service (research from TVision shows ads on Fubo Captured 35% More Attention Than Ads on CTV in General), it remains to be seen if sports fans (and investors) will stay with Fubo in the longer term, especially if it can't thread the needle of profitability in an environment of rising costs and intense competition.
Steph
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Glassdoor (3.6)
Trustpilot (3.4)
Company
Funding (last 2 of 6 rounds)
Apr 2018
$75m
SERIES D
Jun 2017
$55m
SERIES C
Total funding: $150.6m
Company benefits
- At Fubo, you will have the opportunity to personally influence what live media looks like after it goes through its next big transformation
- 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
Company HQ
Midtown West, New York, NY
Leadership
David Gandler
(Co-Founder & CEO)David Gandler is co-founder and CEO of Fubo (NYSE: FUBO), whose global mission is to aggregate the best in TV, including premium sports, news and entertainment content, through a single app.
Alberto Horihuela
(Co-founder & COO)Alberto Horihuela is co-founder and COO of Fubo, the live TV streaming platform whose global mission is to aggregate the best in TV, including premium sports, news and entertainment content.
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