Remote Account Support Specialist – Hulu Subscriber Retention & Escalation
Job Summary: Hulu, a leading streaming platform, is seeking a dedicated and results-driven Remote Account Support Specialist to join our Subscriber Retention & Escalation team. This position is focused on providing high-quality, empathetic support to subscribers experiencing account-related challenges or expressing the intent to cancel their subscriptions. As a key player in enhancing user satisfaction, you will resolve issues with professionalism while also identifying opportunities to retain customers through personalized solutions. You will be a vital voice of Hulu—ensuring our subscribers feel heard, valued, and supported. Key Responsibilities:
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Handle inbound customer inquiries related to subscription cancellations, billing issues, and escalated service concerns through phone, chat, or email.
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Provide expert-level support to subscribers in a courteous, professional, and timely manner.
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Proactively identify customer pain points and offer retention strategies tailored to their individual needs.
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Escalate complex or unresolved cases to higher-level support or relevant internal teams.
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Log and document all interactions accurately in Hulus CRM system.
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Maintain up-to-date knowledge of Hulus subscription packages, promotional offers, and product updates.
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Monitor customer satisfaction metrics and contribute ideas for continuous service improvement.
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Adhere to all internal policies, data privacy guidelines, and quality assurance standards.
- Required Skills and Qualifications:
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Excellent verbal and written communication skills with a customer-first mindset.
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Proven ability to handle high-stress situations with professionalism and empathy.
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Strong problem-solving abilities with attention to detail.
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Proficient in navigating CRM tools, support ticket systems, and live chat platforms.
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Ability to manage multiple tasks in a fast-paced remote work environment.
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Conflict resolution and persuasive communication skills to handle retention conversations.
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Tech-savvy and adaptable to streaming services and evolving software platforms.
- Experience:
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Minimum 1–2 years of experience in customer service, account management, or subscriber retention (preferably in a digital or streaming environment).
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Experience working in a remote setup is highly desirable.
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Previous exposure to subscription-based or SaaS customer support is a plus.
- Working Hours:
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Full-time, 40 hours per week.
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Flexible shifts available, including evenings, weekends, and holidays.
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Rotational schedules may be applied based on volume and demand.
- Knowledge, Skills, and Abilities:
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Deep understanding of customer service best practices.
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Familiarity with the streaming entertainment industry is preferred.
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Ability to work independently and collaboratively within a virtual team.
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High emotional intelligence and a calm, solution-oriented approach.
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Commitment to delivering consistent and high-quality service.
- Benefits:
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Competitive base salary with performance-based retention bonuses.
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Health, dental, and vision insurance coverage.
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401(k) plan with company match.
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Generous paid time off and holidays.
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Subscription reimbursement for Hulu and Disney+.
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Ongoing training, support, and career advancement opportunities.
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Inclusive and engaging virtual work culture.
- Why Join Hulu?
At Hulu, we believe that every team member plays a crucial role in shaping the future of entertainment. As a part of our support team, you will work with passionate professionals in a company that values innovation, diversity, and user-centric solutions. Join us and be part of a team where your voice matters, your efforts are recognized, and your growth is prioritized. How to Apply: To apply for this position, please submit your resume and a brief cover letter highlighting your relevant experience and interest in Hulus mission. Click the Apply Now button on our careers page or email your application to us with the subject line: Application – Remote Account Support Specialist. Hulu is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Apply tot his job Apply To this Job