Hulu is seeking a motivated and customer-focused individual to join our dynamic team as a Remote Customer Support Representative. In this role, you will be the first point of contact for our valued subscribers, providing exceptional service and support to ensure they have a seamless and enjoyable experience with Hulu streaming services. You will handle a variety of customer inquiries, ranging from technical support to billing questions, and will play a crucial role in maintaining Hulu reputation for outstanding customer care.

Key Responsibilities:

• Customer Interaction: Respond promptly to customer inquiries via phone, email, and chat, ensuring a high level of customer satisfaction.
• Technical Assistance: Troubleshoot and resolve technical issues related to streaming, device compatibility, and account access, guiding customers through solutions step-by-step.
• Billing Support: Assist customers with billing inquiries, payment processing, and account management, ensuring accuracy and transparency.
• Product Knowledge: Stay updated on Hulu latest features, content offerings, and platform updates to provide informed and accurate information to customers.
• Issue Escalation: Identify and escalate complex issues to the appropriate departments, ensuring timely resolution while keeping the customer informed throughout the process.
• Feedback Collection: Gather customer feedback and report common issues or suggestions to the management team to improve service offerings.
• Documentation: Accurately document customer interactions and issues in the company CRM system, maintaining detailed and organized records.

Required Skills and Qualifications:

• Excellent Communication Skills: Strong verbal and written communication skills, with the ability to clearly and effectively convey information to a diverse customer base.
• Problem-Solving Abilities: Demonstrated ability to think critically and solve problems efficiently, often under time constraints.
• Technical Proficiency: Familiarity with streaming devices, apps, and basic troubleshooting techniques, with the ability to quickly learn and adapt to new technologies.
• Empathy and Patience: A customer-first mindset, with the ability to remain calm and patient in challenging situations, ensuring a positive experience for the customer.
• Time Management: Strong organizational skills with the ability to manage multiple tasks simultaneously and prioritize effectively.
• Attention to Detail: Meticulous attention to detail in documenting customer interactions and handling billing or account information.

Experience:

• Customer Support Experience: A minimum of 2 years of experience in a customer support role, preferably in a remote or tech-focused environment.
• Technical Support Background: Experience providing technical support is highly desirable.
• CRM Software: Experience using customer relationship management (CRM) software to track and manage customer interactions.

Working Hours:

• Flexible Schedule: The role requires availability to work flexible hours, including evenings, weekends, and holidays, to accommodate our global customer base.
• Remote Work Environment: As a remote position, candidates must have a reliable internet connection and a quiet, dedicated workspace.

Knowledge, Skills, and Abilities:

• Adaptability: Ability to adapt to rapidly changing products, services, and policies.
• Cultural Sensitivity: Awareness and sensitivity to a diverse customer base, understanding different perspectives and cultural backgrounds.
• Collaboration: Ability to work collaboratively with team members and other departments to provide comprehensive support.

Benefits:

• Competitive Salary: A competitive salary package based on experience and qualifications.
• Health and Wellness: Comprehensive health, dental, and vision insurance plans, along with wellness programs and resources.
• Retirement Plans: 401(k) retirement plan with company matching contributions.
• Paid Time Off: Generous paid time off, including vacation days, holidays, and personal days.
• Learning and Development: Access to professional development programs, training, and opportunities for career growth.
• Employee Discounts: Discounts on Hulu subscriptions and other related services.

Why Join Hulu:

• Innovative Culture: Be part of a company that is at the forefront of entertainment and technology, with a commitment to continuous innovation.
• Diverse and Inclusive Environment: Join a diverse and inclusive workplace that values and respects different perspectives and backgrounds.
• Work-Life Balance: Enjoy the flexibility of remote work while contributing to a company that prioritizes work-life balance.
• Career Advancement: Take advantage of opportunities for career growth and development within Hulu expanding global team.
• Impactful Work: Play a key role in enhancing the customer experience for millions of Hulu subscribers worldwide.

How to Apply:

Interested candidates are encouraged to apply by submitting their resume and a cover letter detailing their relevant experience and interest in the role. Please visit our careers page at Hulu Careers to complete your application.