Netflix Support Lead – Team Management Opportunity

About the Company

Netflix is the world’s leading streaming entertainment service with 238 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. We are committed to fostering a culture of freedom and responsibility, empowering our employees to do their best work and make a significant impact on our global audience.

Job Description

Are you a passionate leader with a knack for inspiring teams and delivering exceptional customer service? Netflix is seeking a dedicated Netflix Support Lead to join our dynamic team in New Port Richey, FL. In this pivotal role, you will be responsible for guiding and motivating a team of customer support representatives, ensuring they have the tools and training to provide world-class service to our global subscriber base. This is an exciting opportunity to foster team growth, manage performance, and contribute directly to the satisfaction of millions of Netflix members worldwide. If you thrive in a fast-paced environment and are driven by a commitment to excellence, we invite you to lead with us.

Key Responsibilities

• Lead, mentor, and motivate a team of customer support representatives to achieve performance targets and provide outstanding service.
• Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback to foster individual and team development.
• Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
• Monitor team performance metrics, identify areas for improvement, and implement strategies to enhance efficiency and quality.
• Assist in the training and onboarding of new team members, ensuring a smooth transition into the Netflix support environment.
• Collaborate with other leads and management to develop and implement new support processes and policies.
• Maintain a positive and engaging team environment, promoting Netflix's culture of freedom and responsibility.

Required Skills

• Minimum of 3 years of experience in a customer service environment, with at least 1 year in a supervisory or team lead role.
• Proven ability to lead, coach, and motivate a team to achieve high performance.
• Exceptional communication skills, both verbal and written, with a strong emphasis on active listening and empathy.
• Strong problem-solving and decision-making abilities, even under pressure.
• Proficiency with various CRM systems and standard office software (e.g., Google Workspace, Microsoft Office).
• Flexibility to work various shifts, including evenings, weekends, and holidays, as needed.

Preferred Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• Experience working in a fast-paced technology or entertainment company.
• Familiarity with streaming technologies and common technical support issues.
• Bilingual proficiency (English and Spanish preferred).

Perks & Benefits

• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) and paid parental leave.
• 401(k) retirement plan with company match.
• Employee stock purchase program.
• Free Netflix subscription and discounts on company merchandise.
• Access to professional development and learning opportunities.
• A vibrant, inclusive, and supportive company culture.

Apply Now