Customer Experience Lead
DraftKings

Boston, Massachusetts


As a Customer Experience Team Lead, you will be the primary point of contact for our Sportsbook product - to answer customer questions and help advocate across the company. We are innovators in the sports entertainment industry and we want you to help us further our mission of bringing sports fans closer to the games they love.
What you'll do as a Customer Experience Team Lead:

  • Manage the support queues (email, chat, social, etc.) to ensure we meet KPIs as defined.
  • Provide continual evaluation of processes and procedures. Suggest methods to improve operations, efficiency, and service to both internal and external customers.
  • Provide 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.
  • Conduct regularly scheduled team and one-on-one meetings with your direct reports.
What you'll bring:
  • Above all else, you must have an extreme passion for improving the customer/player experience, solving problems, and driving positivity amongst the team.
  • Strong desire to teach and coach a team to deliver quality customer experience.
  • Exhibit strong leadership skills.
  • 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.


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