Senior Manager, Customer Care

fuboTV; United States; Remote; USD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Senior Manager to enhance customer care operations. This role involves leading teams to ensure exceptional service and compliance in billing processes. The ideal candidate will have a strong background in management, vendor relations, and a data-driven approach to problem-solving. Join a dynamic environment where your leadership will directly influence the customer experience and operational efficiency. With a competitive salary and comprehensive benefits, this opportunity is perfect for those looking to make a significant impact in a fast-growing company.

Benefits

Health/Dental/Vision coverage

401k

Life Insurance

Commuter benefits

Free Premium Fubo Account

Unlimited PTO

Company-wide activities

Qualifications

• 3+ years in a management role supervising staff.
• 6+ years in customer care organizations.
• Proven experience in billing and vendor management.

Responsibilities

• Lead internal and external teams for customer experience.
• Monitor team performance against KPIs.
• Oversee customer dispute resolution processes.

Skills

Management Experience

Customer Care Operations

Billing Systems

Vendor Management

Analytical Skills

Problem-Solving

Communication Skills

Tools

Zendesk

Job description

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, and content offerings! 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 an experienced Senior Manager to lead an internal team handling social media, reviews, escalations and dispute resolution, and provide support to our BPO partners. This role is responsible for ensuring the accuracy, efficiency, and compliance of all billing related requests, managing customer disputes effectively, and overseeing the performance and relationship with a portion of our BPO partners. As a Senior Manager for the Fubo Customer Care team, you will partner with Fubo and BPO Leads and Managers to manage the day to day operations of the teams/site.

The ideal candidate will be a proven leader with a strong background in care operations, billing and audit processes, vendor management, and team development within a fast-paced environment. They should also possess the ability to develop and maintain positive relationships with customers, team members and other departments both internally and externally with partners.

Key Responsibilities:

• Work closely with your dedicated internal and external (BPO vendor) teams to provide a world class customer experience
• Monitor and evaluate the team’s performance to meet and exceed department KPIs
• Conduct regular performance reviews and implement improvement plans as needed
• Conducts coaching triads with Leads to ensure high quality coaching interactions with internal and external agents
• Utilize data analysis to identify trends, measure performance, and drive decision-making
• Analyze ticketing trends to identify root causes and surface these to product and engineering teams
• Develop, implement, and enforce billing policies and procedures
• Oversee the customer dispute resolution process, ensuring timely investigation, communication, and resolution
• Serve as an escalation point for more complex issues
• Proactively communicates challenges and act as the point of contact for solutions
• International travel required (< 25%)
• Job duties are subject to change

Qualifications:

• 3+ years of experience in a management or leadership role, directly supervising staff
• 6+ years experience working within a customer care organization
• Proven experience in billing systems, accounts receivable
• Proven experience managing BPO vendor relationships and performance
• Experience in handling customer disputes and escalations
• Excellent analytical and problem-solving skills with a data-driven approach
• Demonstrated ability to proactively lead process improvement initiatives
• Strong leadership, communication (written and verbal), and interpersonal skills.
• Available to work irregular hours including holidays, nights, and weekends.
• Proficiency with Zendesk or similar ticketing systems

Perks & Benefits:

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

Fubo’s minimum base salary for this role if hired in New York City is $100,000 per year; maximum base salary for this role is $125,000 per year. Additionally, this role is eligible to participate in Fubo's equity plan, annual cash bonus plans, unlimited PTO, and a full range of medical benefits. The 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.