Customer Service Tools Support Specialist
Netflix is one of the world's leading entertainment services, with 270 million paid memberships in over 190 countries, enjoying TV series, films, and games across a wide variety of genres and languages. Members can play, pause, and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.
When our members sit down to watch, we want to make sure that nothing gets between them and their favorite shows, movies, and games. Netflix Customer Service (CS) is here to assist customers when they need help.
The CS Technology team is part of the CS organization and is responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business now and in the future.
Program and CS Tools Support Management (PSM), a key component of the CS Technology team, manages technical issue escalations and champions enhanced reliability for CS tools and technologies. PSM ensures compliance with Netflix's security standards across all CS operations and tooling initiatives. Additionally, it oversees the implementation of Netflix-specific IT at our BPO CS sites and manages user access and system administration for CS-specific workflows for Netflix CS full-time employees (FTEs).
In this role, you will manage the intake, triage, communication, and escalation of all technical issues affecting Customer Support (CS) tools and technologies. You will collaborate closely with PSM Program Managers, CS Product Teams, CS Operations (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle. Additionally, you are responsible for providing administrative support to full-time employees (FTEs) at Netflix for CS Tools user access needs and system configuration support for CS-specific workflows within internal and third-party tools. Your role also includes supporting CXO by providing administrative and IT support during the launch and closure phases of a CS Site, handling IT tooling and access testing, managing access changes, and supporting elevated research for BPO IT issues. This position is crucial for ensuring that operations within the CS framework run smoothly and efficiently, particularly in maintaining and enhancing tool functionality and user experience.
Core Responsibilities:
- Manage the escalation lifecycle for all technical issues affecting the tools and services used by and reported by the CS organization. This includes; defining intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocating for fixes to engineering partners and CS Product.
- Support CS Tools user access inquiries and group policy management.
- Manage system configuration tasks for CS-specific workflows within internal and external tools, such as Sprinklr, Zendesk, and the CS Tools suite.
- Provide CS Operations teams with Netflix-specific IT implementation support for BPO CS site launches/closures, tool access and testing, allowlist change management, and research support on BPO IT issues impacting agents and tooling.
- Operate as a CS Tools subject matter expert for the CS organization.
- Manage support channel inquiries and ensure SLAs are met.
- Create and maintain runbooks and resource material pertaining to CS Tools support and system admin/configuration workflows.
- Flexibility in working hours to help meet the needs of the business.
- Embody the unique Netflix culture.
Qualifications:
- 5+ years of relevant experience related to IT support, application support, and technical troubleshooting and research.
- A demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling.
- Experience supporting and administering Customer Service target SaaS applications (CRM, CMS, CCaaS, etc).
- Effective communicator with stakeholders across all technical levels.
- Familiar with Project Management methodologies.
- Self-starter and fast learner who can work independently while using impeccable judgment.
- Exhibits a strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations.
Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $50,000 - $190,000.
Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.
Netflix is a unique culture and environment. Learn more here.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.