Customer Experience Callback Team Lead

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 Callback Team Lead you'll play a key role in impacting the experience of our players. 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 player facing issues. This position will be a remote working model.
What you'll do as a Customer Experience Callback Team Lead

• Manage the Sportsbook Callback queue as well as our Sportsbook Email queues when the Callback queue is empty
• 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 player and other DK departments to resolve player cases
• Own reporting and training improvements to create efficiency in our overall player callback strategy
• Help Manage and oversee callback Escalations, handling escalation callbacks from you Callback team

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
• Call Center experience is preferred but not required

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 $26.00 - $39.00, 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.