• Respond promptly to customer inquiries via phone, email, or chat. • Handle and resolve customer complaints and concerns in a professional and efficient manner. • Provide accurate information about products, services, and product opportunities. • Investigate and resolve customer issues promptly and accurately. • Collaborate with other departments to escalate and solve complex problems. • Ability to recognize and identify opportunities to grow an account. • Ensure high levels of customer satisfaction through excellent service. • Maintain accurate and detailed records of customer interactions.

• Deliver world-class support and build customer satisfaction and loyalty by handling all inquiries regarding Fubo’s service and customer subscriptions over the phone and online (via email and social media) • Resolve customer service issues effectively and in a timely manner • Strive for a one-call resolution of customer issues • Complete ongoing training to stay abreast of product, service, policy changes, and technical issues relevant to our users

• Serve as a primary responder for customer inquiries via Intercom and email • Triage and resolve support requests across Tier 1–Tier 4 issues • Escalate technical issues to appropriate internal teams and track them through resolution • Communicate clearly with customers regarding next steps, timelines, and outcomes • Rotate through scheduled support roles, including onboarding, offboarding, and platform-specific support coverage • Assist new users in understanding platform functionality and best practices • Answer follow-up questions related to setup, configuration, and feature usage • Create, edit, and maintain customer-facing support documentation in Intercom • Work with Product and Engineering teams to document new features prior to deployment • Update existing articles to reflect product changes and improvements • Follow internal documentation standards to ensure clarity, consistency, and accuracy • Assist with go-to-market activities for new feature launches by drafting support documentation • Support webinar training materials as needed • Host and support live customer training webinars • Assist with scheduling webinars in Zoom and maintaining registration links • Help update webinar landing pages and post webinar details internally • Assist with recurring internal reporting related to customer support performance • Help maintain accuracy of external-facing information used for customer communications • Support ad-hoc operational projects related to customer experience and education

• Lead, coach, and develop the customer experience team while owning day-to-day support operations across email, chat, phone, and social • Set performance standards and drive improvement across CSAT, response times, resolution rates, and NPS through data, tooling, and process rigor • Build, document, and scale support workflows, SOPs, escalation paths, SLAs, and response templates, bringing structure and consistency to evolving CX and Trust & Safety needs • Partner closely with Product, Engineering, Marketing, CX leadership, and Legal to resolve escalations, address systemic customer pain points, and improve the end-to-end customer journey • Own complex and high-stakes customer cases, including urgent lost pet situations, pet death support and account closure, location access issues, and sensitive ownership disputes • Lead Trust & Safety and risk operations, including law enforcement subpoenas, privacy and data rights requests (CCPA, CPRA, GDPR, state-level), Attorney General inquiries, BBB complaints, and small claims matters • Investigate and mitigate safety, fraud, and misuse risks, including location tracking abuse, product tampering, and fraudulent warranty or service claims • Oversee Fi Nano microchip registration, ownership transfers, and disputes with rescue organizations • Establish tracking and reporting to monitor CX and Trust & Safety trends, identify risk, and drive continuous improvement • Help define and execute the roadmap for scaling CX and Trust & Safety functions as Fi grows