Logo Pluto TV

Viewer Experience Customer Service Associate

About the Employer | www.pluto.tv
Annual Salary

Job Description

Pluto TV, a Paramount Global company, is the leading free streaming television service in America, delivering 250+ live and original channels and thousands of on-demand movies in partnership with major TV networks, movie studios, publishers, and digital media companies. Pluto TV is available on all mobile, web and connected TV streaming devices and millions of viewers tune in each month to watch premium news, TV shows, movies, sports, lifestyle, and trending digital series. Headquartered in West Hollywood, Pluto TV has offices in New York, Silicon Valley, Chicago and Berlin.

Who We Are
Based in West Hollywood, California, Pluto TV is the leading free streaming television service in America, delivering 300+ live and original channels and thousands of on-demand movies in partnership with major TV networks, movie studios, publishers, and digital media companies. Pluto TV is available on all mobile, web and connected TV streaming devices and millions of viewers tune in each month to watch premium news, TV shows, movies, sports, lifestyle, and trending digital series. Headquartered in West Hollywood, Pluto TV has offices in New York, Silicon Valley, Chicago and Berlin.

We are entrepreneurs looking to revolutionize the future of TV. While our planet is small, our ambition is boundless. The stakes don’t get much higher. We need self-starters that thrive in changing environments, who treat company resources like their own, and who deliver seemingly impossible outcomes at warp speed. It’s the only way we stay ahead of the giants looking to take the opportunity we have earned. We are selective but once chosen, you’re in.

Summary
The Viewer Experience team is an important part of Pluto TV as we are the primary point of contact to communicate directly with our viewers, about everything (content, feedback, technical issues, etc.) to improve overall viewer satisfaction on the Pluto TV platform. As our viewership grows, we are looking to grow our Viewer Experience team to better interact with our viewers, email, social media, app stores, and various other outlets where our viewers share comments.

This is a full-time role located at Pluto HQ (OR can be once things are back to office) so you’ll have access to everything you need to be successful in the role - access to proprietary tools and core teams, and all the Pluto TV compatible devices you could dream of! The Viewer Experience Associate will report to the Director of Viewer Experience, also located with the team at Pluto HQ.

Responsibilities
This is an important role with a wide range of exciting responsibilities, including:

Effectively understand and utilize our internal support tools (e.g. Zendesk, Jira, Confluence, Slack, Google Suite, etc.)
Feed into daily reports and other key support metrics to identify predictive support trends
Working well with other internal groups (QA, Product, Engineering, etc) to identify and resolve issues.
Utilizing our Content Management System (CMS) in order to track content info and availability.

Experience & Qualities
We believe the right individual will have the following skills and experience in order to be successful and grow in this role:
Outstanding communication skills, both with viewers as well as with internal teams
Attention to detail - this is a critical quality and you should be able to demonstrate this by incorporating the word “dragon” in your answer to the application question below related to good/bad customer experience.
Solid understanding of world-class support processes and how related metrics (e.g. CSAT, NPS) tie into those support processes and philosophy
Technical aptitude to master compatible devices across all platforms (e.g. iOS, Android, Roku, Streaming boxes, Gaming platforms and Connected TVs, etc)
Technical troubleshooting experience and basic understanding of the issue lifecycle (e.g. issue verification, creating bug tickets, tracking and communicating resolution, etc.)
Ability to use customer support feedback to drive data based decision making

Paramount is an equal opportunity employer (EOE) including disability/vet.

At Paramount, the spirit of inclusion feeds into everything that we do, on-screen and off. From the programming and movies we create to employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. Paramount is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access. https://www.paramount.com/careers as a result of your disability. You can request reasonable accommodations by calling 212.846.5500 or by sending an email to [email protected] Only messages left for this purpose will be returned.

Employee Ratings Pluto TV

  • Based on full-time and part-time employees only, with 37 reviewers

    Overall Rating

    Career Opportunities
    Compensation & Benefits
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    CEO Approval
    Recommend to a friend

    They do business with integrity and rational thinking. Overall, it's an excellent place to work, with products that are winning in the marketplace.

Reviews

  • Best place ever Senior Software Engineer

    2021-11-16 18:33:09.69

    Culture. Code Base. Challenges. Perks.

    Hollywood. Traffic. Agency Projects. Carpet