Customer Service Knowledge Base Manager

DAZN, a tech-first sports streaming platform, is revolutionizing how fans experience live sports. With over 20 million paying subscribers across more than 200 countries and territories, we stream an extensive range of sports, including, football, boxing, racing, and basketball. As well as reputed leagues such as, FIFA Club World Cup, NFL Game Pass, and the National League. In the first half of 2024 alone, DAZN broadcasted 30,000 unique live sporting events to over 1.4 billion ready-to-connect devices in more than 200 markets. Our cutting-edge cloud-based architecture enables us to deliver seamless streaming experiences to millions of concurrent viewers across multiple platforms and devices.
As we bring new ideas to market and evolve our product, it’s essential that we execute to a high
standard in Customer Services and evolve our model in service to looking after our fans. You will have experience of creating instructional material – including knowledge articles, process
flows and FAQ documents to support customer service agents as well as experience of
knowledgebase management and best practices. You will play a key role working across markets and driving a global standard of customer service.

Work Schedule: This is an office-based role, with the team working in 24/7 shifts in our Hyderabad office. The role involves rotational shifts (including night shifts) and week-offs.

Content Management:
1.Develop, update, and maintain a centralized knowledgebase with accurate, up-to-date, and user-friendly content, including articles, FAQs, and process flows.
2.Implement a structured content review process and organize information for seamless navigation and searchability.

Collaboration:
1.Collaborate with internal teams across markets globally to gather accurate information on new features, updates, and policies while ensuring technical accuracy of knowledgebase articles.
2.Facilitate feedback loops with customer service teams to identify and address content gaps or outdated information.

Performance Monitoring:
1.Analyse knowledgebase usage metrics, customer feedback, and inquiry trends to assess effectiveness and identify content needs.
2.Provide actionable reports and insights to management on performance and opportunities for improvement.

Training and Support:
1.Train customer service teams on effective knowledgebase usage and establish best practices to ensure consistency across teams.
2.Address user feedback and resolve knowledgebase issues to enhance the overall user experience.

Quality Assurance:
1.Conduct regular audits to ensure the knowledgebase complies with company standards, branding, legal, and security requirements.
2.Optimize tagging, categorization, and search functionality to enhance accessibility and usability.

Innovation:
1.Stay updated on industry trends and tools to implement innovative solutions for knowledge management.
2.Continuously improve the knowledgebase interface, functionality, and content delivery methods to meet evolving customer needs.

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.

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. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.

Agility and creativity fuel growth and innovation, to Make It Happen.

Prioritising what matters drives progress and positive outcomes, Focusing On Impact.

Collective ambition builds optimism and success, in order to Win As One.

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. 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, please feel free to. 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, including providing adjustments for interviews where we can.

We look forward to hearing from you.