Senior Manager of Customer Care, Fubo
$100-125k
Salary applicable to candidates based in NY only and may vary in further locations. + Equity Plan + Annual Cash Bonus Plan
Sports-first live TV streaming platform
Job no longer available
Sports-first live TV streaming platform
501-1000 employees
Job no longer available
$100-125k
Salary applicable to candidates based in NY only and may vary in further locations. + Equity Plan + Annual Cash Bonus Plan
501-1000 employees
Company mission
To provide users with the most popular news, sports, and entertainment broadcasting across the world.
Role
Who you are
- The ideal candidate will be a proven leader with a strong background in care operations, billing and audit processes, vendor management, and team development within a fast-paced environment
- 3+ years of experience in a management or leadership role, directly supervising staff
- 6+ years experience working within a customer care organization
- Proven experience in billing systems, accounts receivable
- Proven experience managing BPO vendor relationships and performance
- Experience in handling customer disputes and escalations
- Excellent analytical and problem-solving skills with a data-driven approach
- Demonstrated ability to proactively lead process improvement initiatives
- Strong leadership, communication (written and verbal), and interpersonal skills
- Available to work irregular hours including holidays, nights, and weekends
- Proficiency with Zendesk or similar ticketing systems
What the job involves
- Fubo is seeking an experienced Senior Manager to lead an internal team handling social media, reviews, escalations and dispute resolution, and provide support to our BPO partners
- This role is responsible for ensuring the accuracy, efficiency, and compliance of all billing related requests, managing customer disputes effectively, and overseeing the performance and relationship with a portion of our BPO partners
- As a Senior Manager for the Fubo Customer Care team, you will partner with Fubo and BPO Leads and Managers to manage the day to day operations of the teams/site
- They should also possess the ability to develop and maintain positive relationships with customers, team members and other departments both internally and externally with partners
- Work closely with your dedicated internal and external (BPO vendor) teams to provide a world class customer experience
- Monitor and evaluate the team’s performance to meet and exceed department KPIs
- Conduct regular performance reviews and implement improvement plans as needed
- Conducts coaching triads with Leads to ensure high quality coaching interactions with internal and external agents
- Utilize data analysis to identify trends, measure performance, and drive decision-making
- Analyze ticketing trends to identify root causes and surface these to product and engineering teams
- Develop, implement, and enforce billing policies and procedures
- Oversee the customer dispute resolution process, ensuring timely investigation, communication, and resolution
- Serve as an escalation point for more complex issues
- Proactively communicates challenges and act as the point of contact for solutions
- International travel required (< 25%)
- 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 (3.3)
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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