Analyst, Customer Success

Are you ready to take your career to new heights and be a part of a dynamic team at Rogers Sports & Media? We believe in creativity, innovation, and collaboration in everything we do, and we are looking for people who share this mindset to join us. With a monthly reach of 30 million Canadians, you can help shape the future of sports, news, e-commerce, and entertainment. At Rogers, we value diversity and inclusivity and believe that every voice matters. Join us today and be a part of a team that is redefining the future of media.

**Analyst, Customer Success - 12 Month Contract**

**Who we're looking for**:
We’re looking for a Customer Support Specialist and passionate sports fan to join the Sportsnet Digital Product team at Rogers Sports & Media. In this 12-month contract role, you will be responsible for helping to maintain our streaming customer base. This is a unique opportunity to tackle interesting challenges at the intersection of Sports, Media, and Technology; working on a portfolio of digital products that are changing the way Canadians consume live sports content.

**What you'll do**:

- You are the Customer Success expert and voice of Sportsnet’s streaming services.
- You will support our customer support teams, responding to issues, escalations, and feedback from our users in the moment.
- You will communicate key campaigns, information, training and product updates to the customer.
- You will provide System Access, Tools, and Permissions to agents.
- Provide coverage during night shifts, including weekends, to ensure seamless customer experience during peak periods.
- Identify and flag trending technical or service issues in real-time, escalating them promptly to the Support teams.
- Analyze customer feedback to identify process improvement opportunities and implement best practices.
- Regularly update and maintain support articles on the Sportsnet+ website to ensure content is accurate, clear and helpful for customers.

**What You'll Bring**:

- Strong analytical and problem-solving skills with the ability to detect trends and anticipate customer needs.
- Ability to work independently during scheduled night shifts, including coverage on weekends and holidays, to offer exceptional support all our users who are watching sports outside traditional business hours.
- Familiarity with streaming platforms and troubleshooting streaming issues is a plus.
- A proactive, detail-oriented approach with the capability to escalate issues quickly and accurately.
- Comfort with knowledge base tools and a passion for keeping customer-facing documentation up to date.

**Bonus Qualifications**:

- Experience with Care Tool and Zendesk.
- A deep passion for sports and the impact they have on Canadians.
- Clear, honest and transparent communicator who will act as the voice of our customers.
- Ability to deal with difficult conversations with potentially upset respondents.
- A drive to always be learning and growing while passionately striving for results.
- Prior experience in customer service, user success, and/or client services an asset

Schedule: Full time
Shift: Variable
Length of Contract: 12 Months
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: None
Background Check(s) Required: Canadian Criminal Record Check
Posting Category/Function: Call Centre Operations & Customer Service / Sales
Requisition ID: 329837
- To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite a minimum of four (4) days per week starting October 6, 2025, increasing to five (5) days per week effective February 2, 2026. We believe that in-person connection strengthens our culture and drives industry-leading performance._

Posting Notes: Rogers Sports & Media