Analyst, Customer Success

Rogers Communications; Vancouver; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading Canadian media company is seeking a Customer Support Specialist for a 12-month contract, responsible for maintaining their streaming customer base. This fully remote position requires a proactive individual with strong analytical skills and a passion for sports. The ideal candidate will work independently during night shifts and tackle challenges at the intersection of Sports, Media, and Technology.

Benefits

Diversity and inclusion initiatives

Opportunities for career growth

Qualifications

• Experience in customer service or user success.
• Familiarity with streaming platforms is a plus.
• Proactive approach with attention to detail.

Responsibilities

• Support customer support teams with escalations.
• Communicate key updates to customers.
• Analyze customer feedback for process improvements.

Skills

Analytical skills

Problem-solving skills

Customer service experience

Ability to work independently

Communication skills

Tools

Care Tool

Zendesk

Job description

Overview

Are you ready to take your career to new heights and be a part of a dynamic team at Rogers Sports & Media? We believe in creativity, innovation, and collaboration in everything we do, and we are looking for people who share this mindset to join us. With a monthly reach of 30 million Canadians, you can help shape the future of sports, news, e-commerce, and entertainment. At Rogers, we value diversity and inclusivity and believe that every voice matters. Join us today and be a part of a team that is redefining the future of media.

Analyst, Customer Success - 12 Month Contract

***Please note: This is a fully remote position, and we welcome applications from candidates located anywhere in Canada.***

Who we're looking for

We’re looking for a Customer Support Specialist and passionate sports fan to join the Sportsnet Digital Product team at Rogers Sports & Media. In this 12-month contract role, you will be responsible for helping to maintain our streaming customer base. This is a unique opportunity to tackle interesting challenges at the intersection of Sports, Media, and Technology; working on a portfolio of digital products that are changing the way Canadians consume live sports content.

The successful candidate will develop, evolve and manage the customer support capability at Sportsnet, working closely with our customer facing support teams at Rogers. They will own the day to day and be ultimately responsible for ensuring the best possible customer support is delivered for our users.

What you'll do

• You are the Customer Success expert and voice of Sportsnet’s streaming services.
• You will support our customer support teams, responding to issues, escalations, and feedback from our users in the moment.
• You will communicate key campaigns, information, training and product updates to the customer.
• You will provide System Access, Tools, and Permissions to agents.
• Provide coverage during night shifts, including weekends, to ensure seamless customer experience during peak periods.
• Identify and flag trending technical or service issues in real-time, escalating them promptly to the Support teams.
• Analyze customer feedback to identify process improvement opportunities and implement best practices.
• Regularly update and maintain support articles on the Sportsnet+ website to ensure content is accurate, clear and helpful for customers.

What you'll bring

• Strong analytical and problem-solving skills with the ability to detect trends and anticipate customer needs.
• Ability to work independently during scheduled night shifts, including coverage on weekends and holidays, to offer exceptional support all our users who are watching sports outside traditional business hours.
• Familiarity with streaming platforms and troubleshooting streaming issues is a plus.
• A proactive, detail-oriented approach with the capability to escalate issues quickly and accurately.
• Comfort with knowledge base tools and a passion for keeping customer-facing documentation up to date.

Bonus Qualifications

• Experience with Care Tool and Zendesk.
• A deep passion for sports and the impact they have on Canadians.
• Clear, honest and transparent communicator who will act as the voice of our customers.
• Ability to deal with difficult conversations with potentially upset respondents.
• A drive to always be learning and growing while passionately striving for results.
• Prior experience in customer service, user success, and/or client services an asset

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Variable
Length of Contract: 12 Months
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: None
Background Check(s) Required: Canadian Criminal Record Check
Posting Category/Function: Call Centre Operations & Customer Service / Sales
Requisition ID: 329837

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite a minimum of four (4) days per week starting October 6, 2025, increasing to five (5) days per week effective February 2, 2026. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.