Seasonal Customer Support Operations Coordinator

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 position will act as a communication hub for operational activities, collaborating across product management, technology, marketing, and sales. It reports directly to the Senior Product Operations Manager and requires strong communication skills in a fast‑paced environment.

• Support channel optimization for Chat, Messaging, Live Chat, Voice, and Email; identify, assess, and implement improvements in partnership with customer service teams.
• Analyze workflows and recommend process improvements to increase efficiency and customer satisfaction.
• Maintain and update FAQ content, ensuring accuracy for NFL+ streaming and other NFL products.
• Utilize Zendesk to monitor, track, and manage customer inquiries for efficient ticket handling.
• Leverage tools such as Chatbot AI, Voice AI, Postman, NFL apps, and social media platforms to provide seamless support.
• Monitor and engage on social media platforms (Twitter, Facebook, Instagram, etc.) to respond to feedback, identify trends, and inform service strategies.
• Collaborate with Product, Marketing, IT and other departments to align customer support needs with product updates.
• Track and report on key performance metrics to evaluate channel effectiveness and drive continuous improvement.
• Assist in training new agents and supporting existing team members with resources and updates.
• Collect and analyze customer feedback from multiple channels and work with internal teams to enact solutions.
• Identify and resolve operational issues, reproduce reported problems, and coordinate escalation to development teams.
• Update CMS content as requested, stay current with industry best practices, and support NFL+ subscriptions (plans, billing, renewals, cancellations, payments, access) with clear communication of policies.
• Produce weekly support reports covering ticket trends, CSAT, SLA, contact drivers, AI deflection, escalations, and live event insights.

• 1–3+ years of coordinating and supporting digital products in sports entertainment, digital media, or related industry.
• 3+ years of customer support experience, preferably in a tech or streaming service environment.
• Well‑organized, capable of managing multiple tasks and priorities in a fast‑paced setting.
• Strong interpersonal, verbal, and written communication skills.
• Excellent problem‑solving ability and motivation to drive positive change.
• Availability to work all NFL game days (preseason, regular season, playoffs), holidays, and weekends as required.
• Strong knowledge of sports and digital sports products.
• Proficiency with customer support platforms (Zendesk, Postman, NFL apps) and social media monitoring tools.
• Understanding of multi‑channel support strategies and best practices.
• Experience managing and updating knowledge bases or FAQ content.
• Experience in social media monitoring and engagement focused on customer service.
• Strong analytical skills to track and report support performance metrics.
• Ability to thrive in a dynamic, fast‑paced environment.

• Bachelor of Science or Arts degree in business, marketing, communications, computer science or related field.

• Understanding and documenting business rules.
• Quick learner of new systems and programs.
• Attention to detail and excellent organizational skills.
• Passion and knowledge of NFL football.
• Team collaboration strengths.

• 40 hours per week.
• Flexible to work weekends, specifically Sundays in season.
• Onsite at NFL Inglewood Office.
• Seasonal role (up to 7 months).

$20–$25 USD.

Standard company benefits apply.

The NFL is committed to building an inclusive work environment that reflects our fan base. We provide an environment of mutual respect where equal employment opportunities are available to all employees and applicants without regard to status as protected by applicable federal, state, and local laws.