Job Summary

Hulu is seeking a dedicated and customer-focused Remote Customer Support Representative to join our dynamic team. In this role, you will serve as the first point of contact for Hulu subscribers, providing top-tier support to resolve technical issues, answer inquiries, and ensure that our customers have a seamless and enjoyable experience using the platform. As part of Hulus Customer Support team, you will work remotely, helping to shape the overall satisfaction and retention of our subscriber base by delivering exceptional service. If you are passionate about entertainment, technology, and customer service, this is the perfect opportunity to contribute to one of the leading streaming platforms in the world.

Key Responsibilities

• Customer Support: Handle incoming customer inquiries via phone, email, and live chat, providing timely and effective solutions for billing issues, account management, technical troubleshooting, content-related inquiries, and subscription management.
• Issue Resolution: Quickly identify the root cause of issues, troubleshooting technical problems with streaming on different devices (smartphones, smart TVs, computers, etc.), and provide clear instructions to resolve them.
• Product Knowledge: Stay up-to-date with new Hulu features, updates, and promotions to provide accurate information and enhance the customer experience.
• Escalation Management: Identify complex issues and escalate them to appropriate internal teams when needed, ensuring that all customer concerns are addressed efficiently and promptly.
• Customer Satisfaction: Ensure that every customer interaction is professional, empathetic, and personalized. Aim to resolve all inquiries on the first contact whenever possible.
• Feedback Collection: Gather and report customer feedback to internal teams to support continuous improvement in service offerings and product features.
• Documentation: Maintain accurate records of customer interactions and issues within our CRM system, following company policies and procedures.

Required Skills and Qualifications

• Communication Skills: Excellent verbal and written communication skills with the ability to articulate complex technical information clearly and simply.
• Customer-Centric Mindset: Demonstrated ability to empathize with customers, maintain a positive attitude, and provide solutions in high-pressure situations.
• Technical Proficiency: Comfortable troubleshooting basic technical issues with streaming devices, apps, and account settings.
• Problem-Solving Ability: Strong analytical skills with a keen ability to assess situations quickly and provide creative solutions.
• Multitasking Ability: Ability to manage multiple tasks at once while maintaining high standards of service.
• Attention to Detail: Thorough in recording and resolving customer issues to ensure an efficient process.
• Time Management: Ability to manage time effectively, prioritize tasks, and meet performance targets.

Experience

• Experience: Previous experience in a customer service, technical support, or helpdesk role preferred.
• Technical Support Experience: Experience in troubleshooting technical problems with digital platforms, streaming services, or consumer electronics is a plus.
• Remote Work Experience: Experience working remotely in a customer service capacity is preferred, though not required.

Working Hours

• This is a full-time remote position with flexible shifts. You may be required to work evenings, weekends, or holidays depending on the needs of the business.
• Shift availability: 40 hours per week, with options for evening or weekend shifts to accommodate customer demand across different time zones.

Knowledge, Skills, and Abilities

• Tech-Savvy: Comfortable using various software applications, troubleshooting tools, and content management systems.
• Streaming Knowledge: Familiarity with streaming services and platforms, specifically Hulus offerings, is highly beneficial.
• Empathy and Patience: Strong interpersonal skills with an ability to remain calm and empathetic in all customer interactions, especially in challenging situations.
• Adaptability: Ability to thrive in a fast-paced environment and adapt to changing product features, tools, and customer needs.
• Teamwork: Collaborative mindset and ability to work cohesively with other team members and departments to deliver the best customer experience.

Benefits

• Health and Wellness: Comprehensive health, dental, and vision plans for you and your family.
• Retirement Plans: 401(k) plan with company match to support your long-term financial goals.
• Paid Time Off: Generous PTO, including vacation days, holidays, and sick leave.
• Parental Leave: Paid parental leave for new parents to support work-life balance.
• Professional Development: Access to training programs, career development resources, and opportunities for internal advancement.
• Wellness Programs: Access to mental health resources, gym discounts, and wellness initiatives to support your physical and emotional well-being.
• Discounts: Employee discounts on Hulu subscriptions and partner programs.

Why Join Hulu?

At Hulu, we are more than just a streaming service—we are a passionate, inclusive community of creators and problem-solvers who work together to deliver an exceptional product and experience to our millions of users. As a Remote Customer Support Representative, you will be at the forefront of ensuring our customers are satisfied, and you will play a vital role in shaping the future of entertainment.

Joining Hulu means joining a fast-paced, innovative company that values your input, supports your growth, and believes in making a difference. We are committed to fostering a diverse and inclusive work environment where everyones unique perspective is valued.

How to Apply

Ready to be part of the Hulu team? We would love to hear from you! Please submit your resume and a brief cover letter outlining why you are a great fit for the role via the Apply Now button on our careers page. Our team will review your application and get in touch if your qualifications match our needs.