Customer Experience Lead, DFS

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
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.
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 salary ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range 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. 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.