The National Football League

Seasonal Customer Support Operations Coordinator

Inglewood, California, United States

Sponsorship not specified$20k-$25kDetected 13 days ago

ExcelProcess ImprovementCustomer SupportZendeskPostmanAvidLeadershipCommunicationCollaborationProblem SolvingOrganizational Skills

About the role

This person will be expected to immerse themselves in the details of all digital products and become a communication hub for operational activities.

Support Channel Optimization:
Work closely with customer service partners to identify, assess, and implement improvements in support channels including Chat, Messaging, Live Chat, Voice, and Email.
Regularly update and manage the FAQ content for accuracy and relevance, ensuring it reflects the most up-to-date information for NFL+ streaming and other NFL products.
Utilize Zendesk to monitor, track, and manage customer inquiries, ensuring that tickets are handled efficiently and effectively.
Collaborate with various departments (Product, Marketing, IT, etc.) to ensure customer support needs are met and product updates are effectively communicated to support teams.
Monitor and report on key metrics to assess the effectiveness of customer support channels, identifying areas for improvement and ensuring KPIs are met.
Training and Support:
Collect and analyze customer feedback from multiple channels (including social media) to identify recurring issues and work with internal teams to implement solutions.
Provide support for NFL+ subscriptions, including plans, billing, renewals, cancellations, payments, and access issues across devices
Produce weekly support reports (ticket trends, CSAT, SLA, contact drivers, AI deflection, escalations, live event insights)

1-3+ years' experience coordinating and supporting digital products in a sports entertainment, digital, media or related industry
3+ years of experience in customer support, preferably within a tech or streaming service environment.
Must be able to work all NFL Game Days, including Preseason, Regular Season and Playoffs, in-office.
Must be able to work on holidays (e.g. Thanksgiving, Christmas Eve, Christmas, New Year's Eve, New Year's).
Strong knowledge of sports and digital sports products
Proficiency in customer support platforms including Zendesk, Postman, NFL apps, and social media monitoring tools.
Strong understanding of customer service best practices and multi-channel support strategies.
Experience managing and updating knowledge bases or FAQ content.
Experience in social media monitoring and engagement, with a focus on customer service.
Ability to thrive in a fast-paced, dynamic environment.

Bachelor of Science or Arts degree in business, marketing, communications, computer science, or related field is preferred.

This person should have strong communication skills and confidence in a fast-paced environment.
This position communicates with product management, technology, marketing, and sales departments.
Report any trends seen while managing tickets.

We motivate others through vision, energy, and a commitment to excellence.
Benefits Information
To learn more about our comprehensive benefits offerings, please visit: NFL BENEFITS
Must be flexible to work weekends (specifically Sundays in-season)

NFL Core Values:
Respect: Everyone matters. We celebrate diverse opinions, honor hard work, and value every contribution.
Integrity: We do what's right, even when it's tough. We hold ourselves accountable and always follow through.
Team Responsibility: We support each other and our communities. No one is bigger than the game, and every action impacts others.
We embody our core principles in every decision and action.
Resiliency: We set high standards, overcome adversity, and adapt to challenges, always striving for excellence.
NFL Leadership Attributes:
Build Talent: We develop and nurture potential, empowering individuals to grow and succeed.
Execute: We take action with precision, delivering results that drive our goals forward.
Inspire: We motivate others through vision, energy, and a commitment to excellence.
Live Our Values: We embody our core principles in every decision and action.
Know the Business: We stay informed, understand our industry, and make decisions that strengthen our position.
Think Big: We challenge the status quo, envision bold possibilities, and strive for transformative impact
Talent Attributes: What we expect for our employees:

This listing is sourced directly from The National Football League's careers page and normalized into a canonical job model.