Sr Analyst, Customer Success SN

Date: Sep 15, 2021

Come play a key role in building the future of Sports & Media! Everyone wants to be part of a transformational team – and that’s exactly what we’re building at Rogers Sports & Media. A team that innovates and a team that wins.

At Rogers Sports & Media we are committed to creating and growing teams that are digital-first, fast-moving and bold-thinking and are focused on delivering impact with everything they do. Our impressive collection of assets includes media properties, sports teams, sports events & production, venues, e-commerce platforms and a close connection with our Connected Home and Wireless team. Collectively, we touch 30 million of Canadians every month!

Not only is our business strong, but so is our culture. We genuinely care about each other and working in an environment that allows each of us to bring our best authentic selves to work. That starts with our firm commitment to a diverse, inclusive and safe workplace. We’re also dedicated to giving back by using our media megaphone to help Canadians who need it most. Our team is All IN on diversity and inclusion – find out more at www.allinforequity.ca.

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

Are you up for the challenge and the fun?  If so, consider the following opportunity!

We’re looking for a Sr. Analyst, Customer Success and passionate sports fan to join the Sportsnet business at Rogers Sports & Media. In this role you will be responsible for helping to grow our direct-to-consumer subscription offerings (SN NOW and NHL LIVE) as well as our free digital media product experiences (Sportsnet.ca and SN App).

This is a unique opportunity to tackle interesting challenges at the intersection of Sports, Media, and Technology; working on a portfolio of digital products that are changing the way Canadians consume live sports content. 

As the Sr. Analyst, Customer Success, the successful candidate will develop, evolve and manage the customer support capability at Sportsnet, working closely with our customer facing support teams at Rogers. They will own the day to day and be ultimately responsible for ensuring the best possible customer support is delivered for our users, ensuring they are set up for success with SN NOW and NHL LIVE.

What you will do…

  • You are the Customer Success expert and voice of the customer for SN NOW and NHL LIVE
  • You will be the main point of contact for our customer support teams, responding to issues, escalations, and feedback from our users in the moment
  • You will effectively manage our customer support teams ensuring they are set up for success and can provide the best possible quality of service for our users 24/7
  • Documentation & Training
  • System Access, Tools, and Permissions
  • Issue Handling, Policy Development and Escalation
  • Subscription Management vs. Technical Support
  • Self-serve, FAQ’s and Chat Support capabilities
  • You will monitor and track KPI’s to improve over time the efficiency and effectiveness of our customer support teams / touchpoints.
  • You will focus on the “Success” of our users, not just “Support”, with an emphasis on creating an effective feedback loop and proactively identifying / attacking issues before they arise.

What you will bring…

  • A deep passion for sports and the impact they have on Canadians
  • A desire to innovate and explore new ways of doing things, with a positive attitude
  • Clear, honest and transparent communicator who will act as the voice of our customers
  • A drive to always be learning and growing while passionately striving for results
  • A self starter able to learn new tools quickly and work in a fast evolving environment
  • Excellent written and verbal communications skills
  • Hard-working, detail-oriented, and efficient in managing multiple conversations with various users
  • Prior experience in customer service, user success, and/or client services
  • Experience with customer messaging platforms / chat customer support channels (ex. Salesforce, Zendesk) and/or experience in responding to customer inquiries via e-mail and phone
  • Comfortable working outside of the traditional 9-5 work schedule to offer exceptional support to all our users who are watching sports events in the evenings

Here’s what you can expect in return:

  • A competitive salary and benefits that include access to our Employee Share Accumulation Program, Retirement Benefits and a variety of other perks including 50% off Rogers services and Blue Jays tickets
  • A manager who deeply cares about your development and long-term career at Rogers
  • A team that trusts and wants to win together
  • Smart and accomplished colleagues who are focused on both the “what” and the “how”
  • Your choice of hardware and software (iPhone or Android/Mac or PC etc.)
  • As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, many of our team members are working from home, and are equipped to do so safely and efficiently

 

 
What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: None
Posting Category/Function: Digital & Audience Solutions
Requisition ID: 243329
 
Posting Notes:  Media 


Job Segment: Network, Telecom, Telecommunications, Technical Support, Customer Service, Technology

Location: Toronto, ON, CA

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