Customer Service Social Media Supervisor

Full Time Job
Customer Service Social Media Supervisor (Tues-Sat 10a-7p)

Overview

Discovery, Inc. is looking for an expert communicator to join our Fan Relations team. Fan Relations is a support team that works across departments within Discovery’s U.S. networks including discovery , Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery, and Animal Planet. We are seeking an adept storyteller and skilled strategist to join our team as an authority in all things mobile as we assist fans with our apps in the digital age.

The person will be responsible for communicating with consumers and internal stakeholders, troubleshooting issues, researching potential bugs, and working directly with the product teams to ensure errors are reported, prioritized, and resolved. This position will be based in Knoxville, TN, and report to the Manager, Digital Product.

Responsibilities

• Respond effectively and efficiently to complicated consumer issues via email within our customer service platform, quickly identifying the next steps to gather more information
• Evaluate, analyze, and understand the voice of the customer through a variety of data sources
• Support Digital Product Manager by managing and analyzing large data sets to identify strategic process opportunities
• Strategize and prioritize customer incidents and communicate trends to key internal stakeholders via formalized reporting
• Creation and management of documents, including mitigation and resolution of reported issues
• Identify and solve problems with minimal supervision
• Work with product teams to develop positioning and messaging to ensure customer satisfaction
• Maintain a strong presence with internal business partners by facilitating and participating in phone, video, and in-person meetings
• Participate in and facilitate special projects as required

Qualifications

• Bachelor’s degree or equivalent
• Experience working with Roku, Amazon Fire TV, and Apple products
• Experience with Google Suite
• Experience with Zendesk preferred
• Proficient with Microsoft Excel and other data visualization tools
• Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
• Be an innovative thinker and have excellent communication (internal/external and written/verbal) and presentation skills
• Strong interpersonal skills with the ability to work in a team environment and manage at all levels of a matrix organization
• Be a strong leader with core competencies in project management, attention to detail, managing diverse workloads under tight deadlines
• High-level of initiative with the ability to self-direct workflow

Must have the legal right to work in the U.S.