Social Customer Service Team Lead
Job Summary
Job Description
DAZN seeks a Social Customer Service Team Lead to deliver world-class support to global sports fans across social media and digital channels. Responsibilities include monitoring DAZN's social channels, providing real-time insights on app issues and customer sentiment, handling public inquiries, coordinating with customer service teams, aligning with stakeholders, improving DAZN's digital reputation, shaping the brand's social media voice, and providing reporting and insights. The role involves close collaboration with various teams, including Content, PR, Product, CRM, and Customer Service, to improve processes and identify customer needs. The ideal candidate will possess strong social media expertise, excellent communication skills, and a passion for sports.
Must have:
- Experience in digital/social media
- Understanding of social media metrics & trends
- Top-class customer service skills
- Strong brand awareness
- Excellent communication (oral & written)
- Fluent Business English
- Experience with social media tools
- Community management & real-time query handling
1 skill required
Job Details
Join the brand that's revolutionising sports entertainment!Shape world-class customer service while working among a team of social media enthusiasts.
DAZNislooking for a Social Media Agent to deliver world-class customer support to Global DAZN sports fans across social media and digital channels. DAZN is a revolutionary live and on-demand sports streaming service which puts fans first and Customer Services is at the forefront of this ethos.
You will be responsible for delivering a top-class experience to our Online Fans, helping them via our social media support channels. You will be the voice of DAZN as a brand on socials.
You will work closely with Content, PR, Product, CRM and Customer Service teams providing feedback to develop and improve processes, identify customer needs and help our passionate community.
Other day-to-day tasks include real-time events coverage, community management, social sentiment analysis, managing and reviewing escalations and VIP support.
HERE’S A BREAKDOWN OF WHAT YOU’LL DO
- Monitor DAZN social and digital channels and be responsible of social listening
- Provide real-time insight on app issues, product features, CX, social sentiment, content
- Handle and carefully respond to public customer inquiries through different channels identifying needs and fixing issues
- Coordinate with the Customer Service teams
- Align with relevant DAZN stakeholders in your market to ensure quality and consistency
- Drive improvements in DAZN digital reputation, guiding conversations with DAZN community
- Shape DAZN’s Customer Service tone of voice on social media in line with market needs
- Provide reporting and insights to your line manager
DO YOU HAVE THESE ESSENTIALS?
- Previous experience in a digital or social media environment
- Great understanding of the social media industry, metrics, trends
- Strong quality focus and ambition to deliver top-class customer service
- Strong brand awareness and willingness to be responsible for DAZN public facing on socials
- Excellent oral & written communication skills
- Fluent Business English
- Passion for sports
- Experience using social media tools (listening, monitoring, reporting)
- Experience managing social communities and dealing with real-time queries
HERE’S A LITTLE MORE ABOUT US…
At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.
As part of our team,you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.
DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:
AMBITIOUS – people who want to make a big impact and drive DAZN forward. People who move fast and make success happen.
INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business. People who come up with better, simpler ways of doing things.
PASSIONATE – people who are proud of our product, out content and our business – and love to shout about it. People who love what they do and show commitment every day.
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