Director of Customer Care

About Fubo

With a mission to build the world’s leading global live TV streaming platform with the greatest breadth of premium content and interactivity, FuboTV Inc. (NYSE: FUBO) aims to transcend the industry’s current TV model. Fubo operates in the U.S., Canada, France and Spain. The company also has a growing technology center in Bangalore, India that is developing strategic product and technology features for the global Fubo platform.

We’re rapidly growing in employees, subscribers, and content offerings! Which means we need your help taking us to the next level. 

Fubo is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply.

Job Summary

We are seeking an experienced and dynamic Director of Customer Care to lead our customer support team and drive exceptional customer experience. This role is responsible for developing and executing strategies that enhance customer satisfaction, streamline service operations, and improve overall efficiency. 

The Director of Customer Care will work cross-functionally with other departments to implement best practices, monitor key performance indicators (KPIs,) and foster a customer-centric culture throughout the organization. The ideal candidate will have 7+ years of experience leading customer care operations teams.

Core Responsibilities

• Oversee day-to-day operations including but not limited to the operation teams, quality assurance, scheduling/staffing for remote Fubo teams
• Own oversight to Fubo outsourced vendor partners
• Own key KPIs for all BPOs
• Overall implementation of strategy for customer service, including evaluation of success measures and operational efficiency
• Manage departmental budgets and ensure cost-effective service operations
• Key influencer or decision maker for front-line policies and procedures regarding KPIs,  motivation, rewards, discipline, conflict resolution, interviews, attendance, and training
• Oversee the identification, development, analysis, and improvement of team performance and/or business objectives
• International travel required (~25%) 
• Leverage data to make factual decisions on behalf of the customer experience field team to influence process improvement opportunities
• Recommend plans for training, quality assessment, staffing, shift assignments, and all other agent-impacting projects supported by global functional teams
• Validation and approval of vendor invoices 
• Conducting performance reviews for direct reports 
• Job duties are subject to change

What to Bring

• 7+ years of contact center people management experience, leading mid-to-large size groups with a proven track record of success
• Strong knowledge of contact-center operational procedures and metrics
• Strong leadership and team management skills with the ability to motivate and inspire employees
• You thrive under pressure and have experience handling critical issues calmly and respectfully
• You’re available to work irregular hours including holidays, nights, and weekends
• A Bachelor’s Degree from an accredited university

Perks & Benefits

• At Fubo, you will have the opportunity to personally influence what live media looks like after it goes through its next big transformation
• Fubo provides a highly competitive compensation based on experience and market standards
• Robust benefit package including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
• Free Premium Fubo Account
• Unlimited PTO days and regular company-wide activities.
• Fubo's main Headquarters are located in Midtown Manhattan, with offices in Denver, Paris, and Bangalore
• Fubo is an e-verified company

Fubo’s minimum base salary for this role if hired in New York City is $130,000 per year; maximum base salary for this role is $170,000 per year. Additionally, this role is eligible to participate in Fubo's equity plan, annual cash bonus plans, unlimited PTO, and a full range of medical benefits. The final offer amount will be at the company’s sole discretion and determined by multiple factors, including years and depth of experience and expertise, location and other business considerations.