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DAZN

Team Leader

full-time•India

Summary

Location

India

Type

full-time

Experience

2-5 years

Company links

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About this role

Team Leader

Department: 73-432 - Customer Services

Employment Type: Permanent - Full Time

Location: India - Hyderabad



Description

Reporting to the Customer Services Manager, the Customer Services Team Leader oversees day-to-day operations to ensure seamless service for DAZN customers. This role collaborates with the wider business to enhance customer service, drive value, and maintain regulatory compliance. 

The ideal candidate will lead, motivate, and manage a dynamic team, driving performance and improvement while fostering brand advocacy and loyalty among global sports fans. 

Responsibilities include process development, performance monitoring, and proactive customer support to ensure exceptional service delivery and continuous improvement.



Key Responsibilities


·       Lead and develop the Customer Services team, providing coaching and feedback to meet KPIs.
·       Act as a point of escalation for complex queries and ensure the team operates in a safe and trusting environment.
·       Conduct regular quality checks to uphold our Customer Ethos and maintain high CSAT scores.
·       Ensure adequate team resourcing to meet customer demand and maintain SLAs.
·       Analyze performance data to identify process improvements and enhance customer service.
·       Collaborate with cross-functional teams to share information and improve the customer experience.
·       Provide exceptional customer service and support, including during busy periods.



Skills, Knowledge & Expertise


·       Proven team management experience with strong motivational skills.
·       Excellent customer care skills, with the ability to handle high-level queries and complaints.
·       Proficiency in MS Office.
·       Ability to identify process improvement opportunities.
·       Availability to work evenings, weekends, and bank holidays to meet business needs.

Preferred qualifications:

·       Experience using Zendesk.
·       Previous experience managing a 24/7 operations team.
·       Familiarity with Customer Service metrics and quality focus.

What you'll do

  • The Customer Services Team Leader oversees day-to-day operations to ensure seamless service for customers and collaborates with the wider business to enhance customer service. Responsibilities include leading the team, conducting quality checks, and analyzing performance data for continuous improvement.

About DAZN

We are DAZN. We are innovators, game-changers and pioneers. Together, we bring ambition to life. We are the digital leader in global sports media. We are home to the world’s largest, fastest-growing sports streaming service. We're using world-class technology to revolutionise the industry. As part of our team you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. For us, it's all about Limitless Ambition - never settling, always restless, always wanting more for our customers. We're growing fast and have made a big impact so far, and that's just the beginning. There's so much we can do. Working with us is exciting, empowering and truly global.   We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity. A place where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. If you’d like to include a cover letter with your application, that’s fine. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience. Our aim is to make our hiring processes as accessible for everyone as possible. We will do our best to accommodate adjustments for interviews.   If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN. We look forward to hearing from you!

Ready to join DAZN?

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Frequently Asked Questions

What does a Team Leader do at DAZN?

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As a Team Leader at DAZN, you will: the Customer Services Team Leader oversees day-to-day operations to ensure seamless service for customers and collaborates with the wider business to enhance customer service. Responsibilities include leading the team, conducting quality checks, and analyzing performance data for continuous improvement..

Is the Team Leader position at DAZN remote?

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The Team Leader position at DAZN is based in India, India. Contact the company through Clera for specific work arrangement details.

How do I apply for the Team Leader position at DAZN?

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You can apply for the Team Leader position at DAZN directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.
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