Responsibilities

• We are looking to add a passionate and committed Customer Support & Operations Manager to our team. The ideal applicant will be someone who is passionate about creating and fostering our sports and fantasy gaming community and has a strong focus on customer service. You will be essential in making sure our users have an amazing experience and in building a lively, active community of football fans.
• Keep an eye on and oversee the daily functioning of the Fantasy Football software, making sure everything runs smoothly and taking quick care of any technical problems.
• Work together with the technical team to troubleshoot and fix operational problems, elevating problems as needed.
• When necessary, escalate problems in order to work together with the technical team to troubleshoot and address operational challenges.
• Help new users get on boarded by offering advice on app features, policies, and best practices.
• Answer questions from users about setting up their accounts, navigating, and providing basic technical help.
• Answer questions from users concerning basic technical help, account setup, and navigation.
• Provide timely and empathetic responses to user inquiries via email, chat, and/or social media channels.
• Effectively address client problems, worries, and technological challenges to guarantee a high degree of client satisfaction.
• Work together with cross-functional teams to resolve and escalate complicated app-related issues.
• Work together with multidisciplinary groups to resolve and elevate complicated app-related problems.
• Provide a welcoming and open community where fantasy football fans can feel appreciated and heard.
• Keep an eye on social media groups, communities, and other platforms to interact with members and attend to their requirements.
• Develop and carry out activities that foster community, like fantasy leagues, competitions, challenges, and gatherings.
• Develop and carry out community-building projects, like fantasy sports leagues, competitions, tasks, and gatherings.
• To provide insightful feedback for app updates, new features, and content offerings, collect user feedback and insights.
• Obtain user opinions and insights to offer insightful commentary on app updates, feature additions, and content offerings.
• Provide the larger team with regular updates on community mood and important trends.
• Create and update thorough knowledge bases and frequently asked questions for the Fantasy Football app so that users can research questions on their own.