CX Tier 2 Team Lead

This job is with Warner Bros. Discovery, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Every great story has a new beginning, and yours starts here.

Welcome to Warner Bros. Discovery... the stuff dreams are made of.

The Role

The CX Tier 2 Team Lead will be responsible for resolving escalated interactions with our digital consumers, troubleshooting issues, researching potential bugs, and working closely with other team members to ensure errors are reported, prioritized, and resolved. The Team Lead will also be responsible for first level coaching and support of our front-line team members. He or she must have strong interpersonal, customer service, and communication skills and

have the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and must be familiar with digital apps and connected devices such as Roku, Apple TV, and Smart TVs. This position will be remote and report to the Supervisor of Customer Experience.

Language Requirement :

• The ability to speak, read, and write fluently in English
• The ability to speak, read, and write fluently in Spanish is a plus

Work Schedule : Note :

A flexible schedule is needed to accommodate a dynamic business environment, including occasionally participating in an on-call rotation to support special events and content premiers occurring outside of regular business hours, weekends, and holidays. We have monthly in-person events and trainings that will require in-person attendance at least twice a month.

Expected Shift : 10a-7p Mon - Fri EST

Responsibilities

Requirements

Additional Information

On June 9, 2025, Warner Bros. Discovery announced plans to separate into two publicly traded companies, Warner Bros. and Discovery Global, with an expected completion in mid-2026. For more details, including leadership appointments and information on individual brands, please visit our newsroom

here .

Although you will be hired by Warner Bros. Discovery, upon the planned separation in 2026, your employment likely will transition to Warner Bros. Company or transition to Discovery Global. During this period of transformation, you’ll have an exciting opportunity to lay the foundation at one of the world’s premier entertainment brands.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at

www.wbd.com / guiding-principles /

along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and / or recruitment process, please visit our

accessibility page

for instructions to submit your request.

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