CX Tier 2 Team Lead

CX Tier 2 Team Lead

Welcome to Warner Bros. Discovery the stuff dreams are made of. 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.

Every great story has a new beginning, and yours starts here. The CX Tier 2 Team Lead will be responsible for resolving escalated interactions with our digital consumers, troubleshooting issues, researching potential bugs, and working closely with other team members to ensure errors are reported, prioritized, and resolved. The Team Lead will also be responsible for first level coaching and support of our front-line team members. He or she must have strong interpersonal, customer service, and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and must be familiar with digital apps and connected devices such as Roku, Apple TV, and Smart TVs. This position will be remote and report to the Supervisor of Customer Experience.

The ability to speak, read, and write fluently in English. The ability to speak, read, and write fluently in Spanish is a plus. A flexible schedule is needed to accommodate a dynamic business environment, including occasionally participating in an on-call rotation to support special events and content premiers occurring outside of regular business hours, weekends, and holidays. We have monthly in-person events and trainings that will require in-person attendance at least twice a month.

Interact daily with customers via email, chat, app stores, social platforms, and other forms of communication ensuring the customer's inquiry is responded to and resolved within SLA and target goals. Act as team lead to escalate high-priority issues to internal business partners. Act as POC for team members and internal stakeholders during hours and times when the Specialist or Manager is not scheduled. Deliver world-class, proactive customer service to internal and external stakeholders. Showcase advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms. Participate in and facilitate special projects as required. Attend assigned task force meetings and report status updates to leadership. Generate strategies for identifying and onboarding new digital workflows. Identify and champion strategic cross-platform ideas on a proactive basis and in response to client requests. Be accountable for service-level agreements. Assist with employee training in the operation of equipment and in established processes.

Bachelor's degree or equivalent customer service leadership experience. Knowledge of mobile apps, connected devices, and TVE technology. Experience with Zendesk is preferred. Proficiency with Office Suite and demonstrated competency in learning new software. Strong technical skills and ability to type at least 45 words per minute. Capable of crafting consumer-facing communications in an adept way to resolve issues and maintain consistent branded voice. Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable. 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. 3+ years CX experience at a comparable B2C brand, preferably in media, entertainment, technology or hospitality and supporting streaming media or equivalent technologies at a Lead level.