Job Description

The NFL Digital Media group is seeking a coordinator to assist with supporting various platforms at NFL Media with a focus on customer support for NFL+ and NFL owned and operated apps. This person will be expected to immerse themselves within the details of all digital products and become a communication hub for operational activities. This person should have strong communication skills and confidence in a fast-paced environment. This position communicates with product management, technology, marketing, and sales departments. The role will report directly to the Senior Product Operations Manager.

Responsibilities

• Support channel optimization
• Process improvement
• FAQ content management
• Zendesk management
• System proficiency
• Social media monitoring
• Cross-functional collaboration
• Performance tracking
• Training and support
• Customer feedback analysis
• Monitor fantasy live drafts
• Identify and resolve operational issues
• Update content in the CMS

Requirements

• 1-3+ years’ experience coordinating and supporting digital products
• 3+ years of experience in customer support
• Well-organized
• Strong interpersonal, verbal, and written communication skills
• Excellent problem-solving ability
• Must be able to work all NFL Game Days, including Preseason, Regular Season and Playoffs, in-office
• Must be able to work on holidays
• Strong knowledge of sports and digital sports products
• Proficiency in customer support platforms including Zendesk, Google CCAI, FlipCX, Postman, SAP, Fantasy, NFL apps, and social media monitoring tools
• Strong understanding of customer service best practices and multi-channel support strategies
• Experience managing and updating knowledge bases or FAQ content
• Experience in social media monitoring and engagement
• Excellent communication and problem-solving skills
• Ability to work cross-functionally with internal teams and external partners
• Strong analytical skills with the ability to track and report on support performance metrics
• Ability to thrive in a fast-paced, dynamic environment

Benefits

• No benefits