Welcome to Warner Bros. Discovery... the stuff dreams are made of.
Who We Are...
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.
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Your New Role:
The Sr, CX Tech Tier 3 Social Advanced Support is a key lead on the Global Customer Experience (CX) Strategy & Ops team. A subject matter expert over all WBD's products/services available in their markets, they provide advanced support for issues that cannot be resolved by lower tier support groups and other Advanced Support (Tier 3) team members, while partnering closely with Regional and Global CX leadership on projects and initiatives.
Also will provide ongoing oversight over our frontline support advocates and Advanced Support team members, identify improvement opportunities, and liaise across all CX support partners to provide support team members at all levels with guidance/data needed to ensure they're prepared for upcoming events/premiers and performing at their best.
Note: A flexible schedule is needed to occasionally accommodate business needs and support events occurring outside of your regular schedule.
Your role accountabilities
- Function as a subject matter expert on HBO Max streaming products/services, as well as all responsibilities maintained by the Social Advanced Support teams and continuously remain current in that knowledge
- Partner with CX management to oversee and improve upon all aspects of escalations, identifying workflow requirements and gaps, as well as overall support process development, improvement and team coaching opportunities
- Identify advanced troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing knowledge base articles or other known troubleshooting steps
- Work cross-functionally with Leadership, extended QA, Engineering, Product and Program Management teams within Digital Products to troubleshoot escalated issues for resolution
- Responsible for overseeing escalations from junior Social Advanced Support members, helping to facilitate escalations and providing additional assistance through potential workarounds/advanced troubleshooting techniques, when needed
- Work closely with the Social Advanced Support Team Managers in the day-to-day coaching and support of the Social Support teams
- Conduct deep dives into emerging issues, perform root cause analyses and recommend potential solutions for advanced issues
- Able to act as backup for all support teams across engagement channels and tiers, actively monitoring key social and community channels, helping to quickly respond to social inquiries that need immediate assistance, as well as identify and guide potentially sensitive conversations to a swift resolution
- Help track and identify trends across social channels, based on conversation topics, locations and other noticeable patterns to identify emerging issues
- Support CES crisis/event management efforts by providing technical guidance and support-related updates during service disruptions, outages, movie/show premiers, and high impact events
- Work continuously to enhance product knowledge across CES team on an ongoing basis
- Provide product training to frontline technical support teams and act as a mentor to junior Social Advanced Support team members
- Help translate product knowledge to create efficiencies in support services and training curriculum
- Partner with CES Product Management and UX writing teams to capture and translate new product information into Customer- and Agent-facing support content
- Work with extended CES team and the Social and Community Manager to continuously identify and recommend best practice approaches for improving the support experience and operational processes
- Participate in collecting and surfacing product issues/feedback to design and development teams
Qualification & Experience
- Degree in Technology, Journalism, Communications, Marketing, or equivalent
- Demonstrated aptitude with social writing with experience providing support or brand engagement via Twitter, Facebook, Reddit and other social channels.
- 5 years cx experience at a comparable B2C brand, preferably in media, entertainment, technology or hospitality and supporting streaming media or equivalent technologies at a T3 level
- Experience with social media management tools (Sprinklr, others) preferred
- Comfortable generating and analyzing both quantitative and qualitative data to diagnose customer feedback, team performance, and identify actionable improvement opportunities
- Able to break down and communicate technical concepts to a non-technical audience
- Familiarity and comfort with consumer streaming devices such as Apple TV, Roku, iOS devices, Android TV/mobile, more
- Excel in both customer service and technical support scenarios
- Able to zoom out from individual issues and identify patterns
- Able to adapt to the needs of a growing 24/7 business, including the flexibility to support on-call rotations and work both daytime, evening, or overnight hours.
Others Nice to Have
- Experience working with Lean/Agile methodologies and JIRA/Youtrack/ServiceNow a plus
- Portuguese
How We Get Things Done...
This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, union status, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.