Reporting to the Customer Services Manager, the Customer Services Team Leader oversees day-to-day operations to ensure seamless service for customers. This role collaborates with the wider business to enhance customer service, drive value, and maintain regulatory compliance.
The ideal candidate will lead, motivate, and manage a dynamic team, driving performance and improvement while fostering brand advocacy and loyalty among global sports fans.
Responsibilities include process development, performance monitoring, and proactive customer support to ensure exceptional service delivery and continuous improvement.
Lead and develop the Customer Services team, providing coaching and feedback to meet KPIs.- Act as a point of escalation for complex queries and ensure the team operates in a safe and trusting environment.
- Conduct regular quality checks to uphold our Customer Ethos and maintain high CSAT scores.
- Ensure adequate team resourcing to meet customer demand and maintain SLAs.
- Analyze performance data to identify process improvements and enhance customer service.
- Collaborate with cross-functional teams to share information and improve the customer experience.
- Provide exceptional customer service and support, including during busy periods.
Proven team management experience with strong motivational skills.- Excellent customer care skills, with the ability to handle high-level queries and complaints.
- Proficiency in MS Office.
- Ability to identify process improvement opportunities.
- Availability to work evenings, weekends, and bank holidays to meet business needs.
Preferred qualifications:
- Experience using Zendesk.
- Previous experience managing a 24/7 operations team.
- Familiarity with Customer Service metrics and quality focus.
At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.
As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.
DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:
Agility and creativity fuel growth and innovation, to Make It Happen.
Prioritising what matters drives progress and positive outcomes, Focusing On Impact.
Collective ambition builds optimism and success, in order to Win As One.
At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.
Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.
If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
We look forward to hearing from you.
