• 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

As a Leave Specialist, you will be the primary contact for employees of companies we service and will manage a leave of absence from start to finish. You will also play a critical role of supporting your peers and Sparrow team members. Manage a portfolio of leave of absences, short-term and long-term leaves, from inception to completion for employees in the US and Canada across multiple companies using established Leave of Absence processes. Maintain ongoing knowledge of State, Federal, and an array of Company leave policies, including FMLA and ADA, short-term and long-term disability plans. Communicate directly with third parties when necessary, preserving the confidentiality of employee medical documentation and files. Interface and collaborate comfortably with a variety of key stakeholders to maintain relationships, including employees, HR, payroll teams, managers, HR Business Partners, through various methods of communication (phone, email). Maintain complete and accurate internal records of leave requests and documentation of best practices. Partner with our internal payroll teams to ensure employees are paid accurately and on time. Partner with our internal claims management team to file and manage claim filings with states and private disability insurance providers. Use a combination of tools to manage, communicate and update all stages of a leave. Work with the Customer Experience department to ensure a consistent level of service, utilizing resources and adapting to process improvements to enhance employee and employer experiences. Actively participate in team meetings providing feedback, solutions and suggestions. Collect and share product feedback that you receive during customer interactions. Evaluate our impact throughout the lifecycle of each leave. Implement process improvements to resolve inefficiencies and address customer pain points. Provide and seek negative and positive specific feedback to your peers, supporting your team's growth and development.