Customer Experience Lead, Jackpocket

11 Minutes ago • All levels • $55,993.6 PA - $69,992 PA

Job Summary

Job Description

As a Customer Experience Team Lead at DraftKings, you will manage and guide a team of dedicated associates, overseeing workflow and support queues across email, chat, and social media. You will ensure effective team performance, assess processes for enhancements, and provide coaching to boost team performance and maximize results, contributing to improved customer interactions and operational efficiency.
Must have:
  • Manage customer support queues (email, chat, and social) to ensure service levels are met.
  • Suggest methods to improve operations, efficiency, and service.
  • Provide comprehensive coaching and constructive feedback to improve team performance.
  • Participate in the escalation process, including working with clients and internal departments to resolve customer cases.
  • Bachelor's degree or equivalent work experience.
  • Strong leadership skills with an ability to coach a team.
  • Ability to manage multiple tasks while effectively focusing on priority issues.
  • Intermediate PC skills with working knowledge of spreadsheets and reports.
  • Must be at least 21 years of age due to state(s) licensing requirements.
Perks:
  • Bonus
  • Equity
  • Benefits

Job Details

The Crown Is Yours

As a Customer Experience Team Lead, you will influence our day-to-day customer interactions by managing and guiding a team of dedicated associates. In this role, you will oversee the workflow and support queues across multiple channels, including email, chat, and social media to ensure your team is performing effectively. You'll be responsible for continual process assessments, proposing enhancements that elevate operational efficiency and service quality. Your leadership will extend to providing thorough coaching and feedback, aimed at boosting team performance and maximizing results.

What You'll Do

  • Manage the customer support queues (email, chat, and social) to ensure your team is meeting expected service levels.
  • Suggest methods to improve operations, efficiency, and service to both internal and external customers.
  • Manage your team by providing comprehensive coaching and constructive feedback to improve performance and enable your team to achieve all established goals and objectives.
  • Participate in the escalation process including working with clients and other internal departments to resolve customer cases.

What You'll Bring

  • Bachelor's degree or equivalent work experience.
  • A sincere desire and passion for improving the customer experience, solving problems, and instilling positivity amongst the team.
  • Strong leadership skills with a strong ability to coach a team and deliver a high-quality customer experience.
  • Ability to manage multiple tasks, while effectively focusing on priority issues.
  • Intermediate PC skills with working knowledge of spreadsheets and reports.
  • Must be at least 21 years of age due to state(s) licensing requirements.

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.

The US hourly rate for this full-time position is 26.92 USD - 33.65 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates 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 pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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About The Company

DraftKings Inc. (Nasdaq: DKNG) is a digital sports entertainment and gaming company. It’s simple, at DraftKings, we believe life’s more fun with skin in the game. For that reason, we’re committed to responsibly creating the world’s favorite games and betting experiences. Headquartered in Boston, with offices around the globe, we believe we can continue to define what it means to be a technology company in sports entertainment. We love what we do, and think you will too.

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