Customer Success Associate (Night Shift)

About the Opportunity

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

Join the Team

The customer support role is the heartbeat of the company. The associate will play a key role in supporting and nurturing user relationships, by collecting the voice of the customer and funneling feedback to appropriate channels. The associate will join a small, but passionate team that acts as the front-line to users, and help with user onboarding, resolve bug and usability issues, and collect and prioritize product and feature requests. Successful candidates for this job are skilled problem-solvers who are adept at asking questions to help understand the intent of user feedback, isolate the root causes of bugs, and convey key product and feature priorities back to the product team. In addition, a high degree of empathy and a customer-centric personality is required for the role.

Sleeper Picks

Sleeper Picks is a lighter, more simplified variant of traditional Daily Fantasy Sports (“DFS”), offering a faster-paced version of DFS gameplay. Whereas traditional DFS is oftentimes associated with the time-intensive processes of drafting and managing of salary caps, Sleeper Picks places emphasis on quick-and-easy player selections and performance predictions – ultimately enhancing the user experience for a DFS offering with broad appeal across a wider demographic.

What You’ll Do as a Customer Success Associate

• Provide exceptional customer service while demonstrating product and industry knowledge, communicating with 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 the DFS product
• Review player deposit and withdrawal transactions for potential fraud to ensure accounts are correctly maintained

Experience You'll Bring

• 2+ years of prior experience in a direct Customer Support/Success role is required
• Excellent verbal and written communication skills to communicate and collaborate across multiple departments and with 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

Benefits

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

What the Organization Offers

• Quality over quantity
• Small team size to make a big impact
• Belief in fair and equitable pay
• Medical, Dental, PTO, 401k benefits
• EEO policy and commitment to equal employment opportunities