Every great story has a new beginning, and yours starts here.Welcome to Warner Bros. Discovery… the stuff dreams are made of.Who We Are…When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.Your New Role…The Customer Support Lead will provide guidance to coordinators, assist with escalated customer contacts, communicate with teams, and provide first-level coaching to improve and optimize performance. They will also work closely with the operations team, including their direct manager and senior leaders, to ensure errors and issues are reported and prioritized. The Team Lead must have strong interpersonal and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. They will support omnichannel communication including phone calls, emails, chat interactions, and social media messages. They must be a quick learner with a strong ability to multitask and have familiarity with video streaming and digital apps, as well as the associated technology and operating systems.Your Role Accountabilities…
Interact daily with customers ensuring the customer’s inquiry is responded to and resolved within SLA and target goals
Communicate courteously and effectively, demonstrating soft skills to empathize with customer’s concern or comment
Deliver world-class, proactive customer service to internal and external stakeholders
Use advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
Meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance
Provide troubleshooting support in advanced customer escalations
Be accountable for fulfilling service-level agreements and other performance expectations
Act as point of contact when leadership is unavailable, including collaboration with internal stakeholders
Assist with employee training in the operation of equipment and in established processes
Participate in and facilitate special projects
Qualifications & Experience…
Bachelor’s degree or equivalent customer service leadership experience
Experience working with Roku, Tizen, Amazon Fire TV, Android, and Apple products
Experience with Zendesk is preferred
Proficiency with Office Suite and demonstrated competency in learning new software
Strong technical skills and ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
Demonstrated professional customer service skills: solutions mindset, helping to nurture a passion for customer service
Ability to craft consumer-facing communications in an adept way to maintain consistent branded voice
Ability to independently multitask and manage a varied portfolio of projects with unique needs in a deadline-driven environment that requires a high degree of accuracy and attention to detail
Strong analytical and critical thinking skills
Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
Commitment to teamwork through relationship-building, reliability, trust, and collaboration
Must have the legal right to work in the U.S.
How We Get Things Done…This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.The Legal Bits…In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skill set, experience, and/or performance. Base pay is just one component of Warner Bros. Discovery’s total compensation package for employees. Pay Range: $35,360 - $55,648.00 salary per year. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Warner Bros. Discovery provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and sick time and vacation.Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.If you’re a qualified candidate and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at [email protected].