Customer Experience Senior Associate

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
At DraftKings, we are at the forefront of innovation in the sports and gaming entertainment industry. We're growing rapidly and looking for a Customer Experience Senior Associate to be the primary point of contact for DraftKings customers, regarding our products, answering customer questions, and advocating across the company. By joining our team, you'll gain exposure to the behind-the-scenes of our product, cross-department collaboration, and problem-solving skills. We foster an environment that provides opportunities to grow and advance your career. As pioneers, we are dedicated to bringing fans closer to the games they love, offering an unparalleled experience in the world of sports and gaming.
What you'll do as a Customer Experience Senior Associate

• Provide daily direction to ensure DraftKings customer service inquiries are answered in a timely, efficient and knowledgeable manner.
• Liaison between Customer Experience Associates and Customer Experience Team Leads.
• Handle VIP requests and escalated cases, monitor social media platforms, and act as a point of contact during site-wide problems.
• Monitor for critical site issues and escalate to personnel appropriately.
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Facilitate training for Customer Experience Associates on our products and daily processes, when needed.
• Resolve all customer issues, questions, incidents, complaints, etc. in a timely and professional manner and to the complete satisfaction of the user.

What you'll bring

• Bachelor's Degree in business management, sport management, or related field, preferred.
• Ability to multi-task and handle high leverage interactions and scenarios.
• Ability to work flexible hours when needed.
• Ability to work well within a team to achieve a common goal.
• Comfortable in a fast-paced environment.
• Competence with Zendesk, preferred.

Must be at least 21 years of age due to state(s) licensing requirements.
The US hourly rate for this full-time position is $18.80 - $28.20, 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.
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 $19.62 - $29.42, 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.