Full Time Job

CX Tech, Global Special Ops Tier

Warner Bros. Discovery

Knoxville, TN 02-22-2024
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  • Paid
  • Full Time
  • Mid (2-5 years) Experience
Job Description
Your New Role...

The Tier 3 Global Special Operations Technician is a key member of the Customer Experience (CX) Strategy & Ops team within the Warner Bros. Discovery Direct-to-Consumer organization. They will have an integral role in providing escalation support for inquiries that cannot be resolved by frontline support tiers during the hours of 9:00 am – 6:00 pm BST, as well as weekly on-call rotations. This individual will be a core contributor within the Tier 3 CX Special Operations team and will collaborate cross-funct ionally to ensure business-side issues are surfaced, triaged, and tracked until resolution is achieved. The ideal candidate will possess a solid foundation of both technical and customer service experience. They will have the ability to resolve complex issues with professionalism and poise. They will work closely with the extended CX team and partners in Product and Tech organizations to continuously challenge, define, and refine what excellence means and continuously deliver on these goals to achieve the h ighest levels of customer satisfaction and support.

Your Role Accountabilities...
• Serve as an escalation point for business-side issues escalated from Advanced Support and Frontline Operations during the hours of 10 :00 am – 7 :00 pm EST , Thursday through Monday .
• Participate in a 24/7 on-call rotation with other team members. On-call rotations will occur at most every 3 weeks and require a response time within 15 minutes.
• Maintain subject matter expert status on Max / HBO Max / Discovery+ and other Warner Bros. Discovery Direct-to-Consumer products/services, across all support platforms.
• Follow internal best practices to ensure Tier 3 responsibilities are maintained and knowledge remains current.
• Identify and deliver creative troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing knowledge base articles or other known troubleshooting steps.
• Responsible for reproducing, confirming, and documenting new issues .
• Responsible for escalating business-side issues to appropriate extended teams for resolution, while delivering a positive customer experience.
• Regularly work with and assist Executives, Leads, and VIP customers, representing CX in a polished and professional capacity as an HBO Max / d+ and other Warner Bros. Discovery DTC products and services subject matter expert.
• Coach, mentor, and assist frontline support teams when needed across all current or future engagement/communication channels.
• Participate in an on-call or flex schedule rotation to provide alternate hours, weekend, and/or holiday support coverage.
• Partner with larger CX and UX writing teams to capture and translate new product information into Customer- and Agent-facing support content, as well as ensure existing content is continuously maintained and up-to-date .
• Facilitate Customer and External Partner escalations to help ensure they're responded to within established timeframes and support service levels.
• Participate and contribute to ongoing processes, policies, and standards improvements.
• Participate in collecting and surfacing product issues/feedback to design and development teams.
• Collaborate with larger CX team to identify and uphold KPIs for service and operational excellence.
• Occasionally travel to deliver or receive training.

Qualifications and Experience...
• Bilingual in English/German , English/Spanish or English/Polish is preferred.
• 3+ years of customer service experience preferred, at a comparable B2C brand, preferably in media, entertainment, technology, or hospitality, and supporting streaming media or equivalent technologies.
• Strong familiarity and comfort using consumer streaming devices such as Apple TV, Roku, iOS devices, Android TV/mobile, and Fire devices.
• HS Diploma/GED required ( Bachelor's degree preferred).
• Experience working with Lean/Agile methodologies and JIRA/ Youtrack is a plus.

If you're a qualified candidate and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at

Jobcode: Reference SBJ-gk0o50-44-210-99-209-42 in your application.