Seasonal Support Operations Coordinator for NFL+ & Apps

The National Football League

Inglewood (CA)

On-site

USD 27,552 - 34,440

Full time

14 days+

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Job summary

The National Football League seeks a Seasonal Customer Support Operations Coordinator in Inglewood, CA to support NFL+ and NFL-owned apps. You will coordinate multi-channel customer service and act as the hub for operational activities, collaborating with product, marketing, IT, and sales teams to improve processes and ensure timely responses.

You will manage Zendesk inquiries, maintain FAQs, and analyze ticket trends to inform strategies.

Qualifications

1-3+ years coordinating and supporting digital products in sports entertainment or related industry.
3+ years in customer support, preferably in tech or streaming services.
Well-organized with ability to manage multiple tasks in a fast-paced environment.
Strong interpersonal, verbal, and written communication skills.
Excellent problem-solving and proactive change-driving abilities.
Able to work all NFL game days in-office and on holidays.
Knowledge of sports and digital sports products.
Proficiency with Zendesk, Postman, NFL apps, and social media tools.
Understanding of best practices for multi-channel customer service.
Experience updating knowledge bases or FAQs.
Experience in social media monitoring and engaging with customers.
Ability to work cross-functionally and analyze support performance metrics.

Responsibilities

Collaborate with customer service partners to improve support channels (Chat, Messaging, Live Chat, Voice, Email).
Analyze workflows and propose efficiency improvements.
Regularly update FAQ content for NFL+ streaming and related products.
Use Zendesk to monitor, track, and manage inquiries and tickets.
Leverage AI tools and NFL apps to support internal teams and customers.
Monitor social media for feedback and trends to inform strategies.
Coordinate with Product, Marketing, IT to meet support needs and communicate product updates.
Track KPIs and report on support performance metrics.
Train new agents and provide resources to current staff.
Collect feedback from multiple channels to identify recurring issues and drive solutions.
Identify and escalate operational issues; reproduce bugs and forward to development.
Update CMS content as requested and stay current on industry trends.