Customer Care Team Lead

About Fubo:
With a mission to build the world’s leading global live TV streaming platform with the greatest breadth of premium content and interactivity, FuboTV Inc. (NYSE: FUBO) aims to transcend the industry’s current TV model. Fubo operates in the U.S., Canada, France and Spain. The company also has a growing technology center in Bangalore, India that is developing strategic product and technology features for the global Fubo platform.
We’re rapidly growing in employees, subscribers, content offerings and awards — including being ranked highest in Customer Satisfaction among Live TV Streaming Providers by J.D. Power. Which means we need your help taking us to the next level.
Fubo is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply.
About the role:
Fubo is seeking a motivated Customer Care Team Lead to provide leadership to Tech support representatives in delivering a world-class customer experience. We are looking for a leader with excellent interpersonal skills, customer focus, and strong problem-solving abilities. As a Customer Care Team Lead, you will be responsible for creating a high-performing team through coaching and development.
Responsibilities include:

• Conducts quality assessments for team members to ensure high-quality customer interactions
• Work closely with a group of 15 agents.
• Oversee hours and ensure productivity matches payroll
• Monitor the individual and team to meet department KPIs on a daily and weekly basis.
• Motivate and stay highly engaged with the team to meet and excel on performance
• Conducts weekly one on one’s focused on performance and development
• Address escalated customer/ employee issues
• Provide thought leadership and coaching for success.
• Lead the team to provide world-class customer experience
• Act as a first point of contact for questions from agents

Qualifications:

• A collaborative team leader and strategic thinker
• As a Customer Care Lead, you must be able to lead and motivate customer care reps. We are looking for a supervisor that can bring energy, excellent communication skills, and strong analytical skills
• Above-average knowledge of tech-related elements and troubleshooting tech devices (i.e. Amazon Fire TV, Chromecast, Roku, iOS, Android, etc.)
• Track record in coaching, mentoring, and developing customer care reps
• A track record in delivering results in a fast-paced contact center environment
• Experience in tech support for TV/streaming preferred
• 3+ years of team leadership experience, preferably in a contact center industry

Additional requirements:

• Bilingual Spanish is preferred, but not required
• Flexible scheduling, including weekends and nights
• BA/BS degree preferred, but not required
• Strong written communications and presentation skills

Perks & Benefits:

• Free Premium Fubo Account
• At Fubo, you will have the opportunity to personally influence what live media looks like after it goes through its next big transformation
• Health and Wellness initiatives
• Robust benefit package including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
• Fubo's main Headquarters are located in Midtown Manhattan, with offices in Denver, Paris, and Bangalore
• Unlimited PTO days and regular company-wide activities.
• Fubo is an e-verified company
• Fubo provides a highly competitive compensation based on experience and market standards
• Professional development courses and learning opportunities

Fubo’s minimum base salary for this role if hired in New York City is $52,000 per year; maximum base salary for this role is $58,000 per year. Additionally, this role is eligible to participate in Fubo's annual cash bonus plans, unlimited PTO, and a full range of medical benefits. Final offer amount will be at the company’s sole discretion and determined by multiple factors, including years and depth of experience and expertise, location and other business considerations.