Customer Experience Lead, DFS

As a Customer Experience Team Lead you'll play a key role in impacting the experience of our customers. You will manage a team of customer experience associates, supervise workflow, and directly handle escalated issues as needed. In your role, you will collaborate with other departments such as Fraud, VIP, Compliance, Marketing, and Product Operations to consult, execute, and resolve multifaceted customer facing issues.  

What you’ll do as a Customer Experience Team Lead

• Manage the support queues (email, chat, social, etc.) to ensure your team is meeting expected KPIs.

• Provide continual evaluation of processes and procedures. 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 & business objectives.

• Participate in the escalation process including working with clients and other DK departments to resolve client cases.

What you'll bring

• Above all else, you must have an extreme passion for improving the customer experience, solving problems, and driving positivity amongst the team.

• Exhibit strong leadership skills, as well as coach a team to deliver quality customer experience.

• Demonstrate the ability to manage multiple tasks, while effectively focusing on priority issues.

• Bachelor's degree or equivalent work experience.

• Intermediate PC skills with working knowledge of spreadsheets and reports.

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