Customer Experience Associate

1 Month ago • All levels • $32,731 PA - $41,000 PA

Job Summary

Job Description

The Customer Experience Associate at DraftKings is the primary point of contact for customers, answering questions and advocating across the company. Responsibilities include providing exceptional customer service across various channels (phone, email, chat, social media), managing communications, meeting productivity KPIs (quality of interactions, average handle time, etc.), promoting the DraftKings brand, advocating for players, and obtaining gaming licenses in multiple states. The ideal candidate will demonstrate strong problem-solving and conflict-resolution skills, product knowledge, and proficiency with Zendesk and Microsoft Office. The role requires working weeknights and weekends, with a bi-annual shift change.

Must have:

Exceptional customer service
Problem-solving & conflict resolution
Product knowledge
Communication skills across channels
Meeting KPIs (quality, handle time)
Proficiency with Zendesk & MS Office
Work weeknights & weekends
21+ years of age

Good to have:

College degree or equivalent experience
Prior online customer support experience

Perks:

Bonus
Equity
Benefits

5 skills required

5 skills required for this role

Add these skills to join the top 1% applicants for this job

microsoft-office

communication

innovation

conflict-resolution

ms-office

Job Details

We’re defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming.

Here, “impossible” isn’t part of our vocabulary. You’ll face some of the toughest but most rewarding challenges of your career. They’re worth it. Channeling your inner grit will accelerate your growth, help us win as a team, and create unforgettable moments for our customers.

The Crown Is Yours

At DraftKings, we're at the forefront of innovation in the sports and gaming entertainment industry. We’re growing rapidly and looking for a Customer Experience Associate to be the primary point of contact for DraftKings customers, regarding our products, answering customer questions, and advocating across the company. By joining our team, you’ll be providing valuable experience in communication, problem-solving, and conflict-resolution skills allowing opportunities for growth and development. Our mission is to bring fans closer to the games they love through cutting-edge technology and unparalleled experiences.

What you’ll do as a Customer Experience Associate

Provide exceptional customer service through demonstrating product knowledge, problem solving, and research skills.
Manage high quality communications with our customers across several channels – phone, email, chat, and social media.
Ability to meet high qualitative and productivity KPI expectations of the role, such as quality of customer interactions, average handle time, adherence to shift, etc.
Promote the DraftKings brand through your conflict resolution abilities and effective communication skills.
Advocate for our players to help us grow the business.
Become licensed in multiple states, through applicable gaming commissions to assist customers across platforms.

What you'll bring

College degree, equivalent or prior work experience, preferred.
Prior online customer support or transferable experience, preferred.
Ability to work weeknights and weekends due to varying shifts, which includes 5 days of work with 2 days off. DraftKings Customer Experience team holds a Bi-Annual shift change that goes into effect September and March of each year. All CX team members take part in this shift change to ensure proper staffing during our NFL and non NFL periods.
Proficiency with Zendesk (or other ticketing processor systems) and Microsoft Office product suite, preferred.
If you are polite, attentive, and friendly, then we are looking for you.

Must be at least 21 years of age due to state(s) licensing requirements.

The US hourly rate for this full-time position is $15.77 - 19.71, plus bonus, equity, and benefits as applicable. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range and how that was determined during the hiring process.

Join Our Team

We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don’t worry, we’ll guide you through the process if this is relevant to your role.