Customer Success Associate (Night Shift)

About the role

Sleeper is a sports-focused games platform with messaging at its core. We are a young and energetic company, fueled by a passion for sports and a drive for innovation. Our mission is to create a digital playground for sports fans and their friends to hang out. We bring people together over sports.

Responsibilities

• Provide exceptional customer service while demonstrating product and industry knowledge, communicating with our users across several channels – email, chat, and social media
• Respond to user complaints, requests, and inquiries in a professional and timely manner, practicing conflict resolution abilities and effective communication skills
• Aid Regulatory Operations, Compliance, and other internal teams with ad hoc requests and additional fraud reviews as needed
• Support the interdepartmental (Operations, Fraud) needs as it pertains to user interactions and our DFS product
• Review player deposit and withdrawal transactions for potential fraud to ensure accounts are correctly maintained

Requirements

• 2+ years of prior experience in a direct Customer Support/Success role
• Excellent verbal and written communication skills to communicate and collaborate across multiple departments and our users
• Ability to work weeknights and weekends due to varying shifts, which includes 5 days of work with 2 days off is required – 5 day weekly availability covering 40 hours per week
• Holiday and big game day availabilities across sports

Qualifications

• Highly motivated customer support associates to join our Customer Success team on the night shift with a shift start time of 4:00pm-6:00pm (PDT)

Skills

• Skilled problem-solvers who are adept at asking questions to help understand intent of user feedback, isolate the root causes of bugs, and convey key product and feature priorities back to Sleeper’s product team
• A high degree of empathy and customer-centric personality is required for the role

Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance
• 401(k)
• Flexible working hours and remote work options
• Opportunities for career advancement
• Unlimited PTO

Pay

Competitive salary plus benefits including Medical, Dental, PTO, 401k.

Schedule

Shift start time of 4:00pm-6:00pm (PDT) on weeknights and weekends.