Job Summary

Hulu is seeking a highly motivated and experienced Streaming Support Lead to oversee and manage our remote customer support operations. This role will serve as the primary point of contact for escalated customer inquiries, ensuring world-class service delivery for Hulu subscribers. The ideal candidate will combine technical acumen with leadership skills to guide a team of support agents, optimize processes, and drive measurable improvements in customer satisfaction. This is a 100% remote position, offering the flexibility to lead from anywhere while delivering exceptional service to Hulus diverse subscriber base.

Key Responsibilities

• Lead, mentor, and coach a remote team of Streaming Support agents to achieve service quality and performance metrics.

• Manage escalated customer issues, providing timely and effective resolutions for complex streaming, billing, or account inquiries.

• Collaborate cross-functionally with Technical, Product, and Operations teams to troubleshoot issues and streamline support processes.

• Monitor team performance, analyze metrics, and implement strategies to improve efficiency, response times, and customer satisfaction.

• Develop and maintain support documentation, guides, and training materials for agents.

• Act as a liaison between customers and internal departments to ensure seamless issue resolution and communication.

• Drive continuous improvement initiatives and implement best practices in remote support management.

• Maintain a deep understanding of Hulus streaming platform, services, and features to provide expert guidance to both agents and customers.

Required Skills and Qualifications

• Proven leadership experience in a remote customer support environment, preferably in streaming, SaaS, or digital media.

• Strong technical knowledge of streaming platforms, video-on-demand services, and digital content delivery.

• Exceptional problem-solving and critical thinking abilities to handle escalated customer issues.

• Excellent communication skills (written and verbal) to engage effectively with internal teams and customers.

• Ability to manage multiple priorities in a fast-paced, remote work setting.

• Strong analytical skills for interpreting support metrics and driving data-informed decisions.

Experience

• Minimum of 3-5 years in customer support management, with at least 2 years leading remote teams.

• Hands-on experience with customer support tools such as Zendesk, Salesforce Service Cloud, or similar platforms.

• Prior experience in a streaming, media, or technology company is highly desirable.

Working Hours

• Full-time position with flexible remote scheduling.

• Must be available to oversee operations across different shifts to support a global customer base.

• Occasional weekend or extended hours may be required to meet service demands.

Knowledge, Skills, and Abilities

• Leadership and team development skills with the ability to motivate and inspire remote teams.

• Expertise in troubleshooting streaming issues, billing concerns, and technical account problems.

• Strong organizational and project management skills.

• Ability to translate technical concepts into clear guidance for non-technical audiences.

• Proactive mindset with a focus on improving processes and customer experience.

Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• 401(k) retirement plan with company matching.

• Generous paid time off and flexible remote work policy.

• Opportunities for professional growth, training, and development.

• Access to Hulus premium content library and employee discounts.

Why Join Hulu

At Hulu, we are driven by a passion for storytelling and innovation. As a Streaming Support Lead, you will play a crucial role in delivering outstanding experiences to millions of subscribers while leading a high-performing remote team. We embrace creativity, collaboration, and inclusion, offering an environment where your expertise and contributions directly impact our success.

How to Apply

Interested candidates can submit their application through Hulus official careers portal: www.hulu.com/careers

• Attach an updated resume highlighting relevant experience.

• Include a cover letter detailing leadership achievements in remote support or streaming platforms.

• Applications will be reviewed on a rolling basis; qualified candidates will be contacted for interviews.