Senior Manager, Customer Care

Summary

Join Fubo's Customer Care team as a Senior Manager, leading a team responsible for social media, reviews, escalations, dispute resolution, and supporting BPO partners. Ensure accuracy, efficiency, and compliance in billing-related requests, manage customer disputes, and oversee BPO partner performance. Partner with Fubo and BPO leads and managers to manage daily operations. The ideal candidate is a proven leader with experience in care operations, billing and audit processes, vendor management, and team development. This role requires strong customer relationship skills and the ability to work in a fast-paced environment. International travel is required (less than 25%).

Requirements

• 3+ years of experience in a management or leadership role, directly supervising staff
• 6+ years experience working within a customer care organization
• Proven experience in billing systems, accounts receivable
• Proven experience managing BPO vendor relationships and performance
• Experience in handling customer disputes and escalations
• Excellent analytical and problem-solving skills with a data-driven approach
• Demonstrated ability to proactively lead process improvement initiatives
• Strong leadership, communication (written and verbal), and interpersonal skills
• Available to work irregular hours including holidays, nights, and weekends
• Proficiency with Zendesk or similar ticketing systems

Responsibilities

• Work closely with your dedicated internal and external (BPO vendor) teams to provide a world class customer experience
• Monitor and evaluate the team’s performance to meet and exceed department KPIs
• Conduct regular performance reviews and implement improvement plans as needed
• Conducts coaching triads with Leads to ensure high quality coaching interactions with internal and external agents
• Utilize data analysis to identify trends, measure performance, and drive decision-making
• Analyze ticketing trends to identify root causes and surface these to product and engineering teams
• Develop, implement, and enforce billing policies and procedures
• Oversee the customer dispute resolution process, ensuring timely investigation, communication, and resolution
• Serve as an escalation point for more complex issues
• Proactively communicates challenges and act as the point of contact for solutions

Benefits

• 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 minimum base salary for this role if hired in New York City is $100,000 per year; maximum base salary for this role is $125,000 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