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CS Knowledgebase Manager

  • DAZN
  • Hyderabad, India
  • 31/05/2024

Job Description

Disrupting an industry isn’t easy! DAZN is playing more hours of live sports than any other company anywhere in the world! 

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 ofcreating 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 keyrole working across markets and driving a global standard of customer service.   

Welcome to DAZN, the world’s leading live OTT sports service. 

Roles and Responsibilities

  • Create materials to support customer service agents in a variety of formats – articles, process flows and FAQs. 
  • Assist in the creation of a knowledgebase structure that supports agents at their time of need across regional markets. 
  • Understand the effectiveness of knowledgebase material and improve accordingly. 
  • Work on strategic projects and ensure business readiness. 
  • Work with CS Operations to ensure agent readiness. 
  • Work across markets and regions globally 
  • Support improving our global KPI’s  
You’ll be set up for success if you have:  
  • Customer service background 
  • Zendesk Knowledge 
  • Customer Service process design experience 
  • Experience of building and managing an agent-facing knowledgebase in a customer service environment 
  • Experience of creating instructional materials and articles 
  • Worked with different countries and understand how local market nuances impact performance 
  • Used to working in a digital world, with digital contact channels 

You’ll be successful if you:  

  • Are resilient 
  • Tenacious 
  • Good at planning and executing 
  • Analytical, inquisitive , problem solver 
  • Excellent at stakeholder management 
  • Good communicator – clear and concise  
  • People person 
  • Keen interest in sports  

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. 
AMBITIOUS – people who want to make a big impact and drive DAZN forward. 
INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business.  People who come up with better, simpler ways of doing things. 
PASSIONATE – people who are proud of our product, our content and our business – and love to shout about it.  People who love what they do and show commitment every day. 
BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results. 
SUPPORTIVE – people who know that we achieve more as a team than as individuals.  People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers.  People who consider others before making decisions. 

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. 

Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.
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.