Customer Experience Lead, Bilingual (Spanish/English)

DraftKings Inc.•Boston, MA

2d•$27 - $34

About The Position

At DraftKings, AI is becoming an integral part of both our present and future, powering how work gets done today, guiding smarter decisions, and sparking bold ideas. It’s transforming how we enhance customer experiences, streamline operations, and unlock new possibilities. Our teams are energized by innovation and readily embrace emerging technology. We’re not waiting for the future to arrive. We’re shaping it, one bold step at a time. To those who see AI as a driver of progress, come build the future together. The Crown Is Yours As a Customer Experience Team Lead, you will manage and guide a team of dedicated associates while influencing day to day customer interactions across email, chat, and social media channels. With a strong focus on delivering high quality service to both English and Spanish speaking customers, you will ensure workflows and support queues operate efficiently and consistently. You will lead ongoing process evaluation and continuous improvement efforts, recommending enhancements that improve operational efficiency and service quality, while providing coaching, feedback, and performance management to develop a high performing bilingual team and drive exceptional customer experiences.

Requirements

Bachelor’s degree or equivalent work experience.
Fluency in both Spanish and English written and verbal required.
A strong passion for improving the customer experience, solving problems, and fostering a positive, inclusive team environment.
Proven leadership skills with the ability to coach, motivate, and develop a high performing team.
Strong organizational and time management skills, with the ability to prioritize multiple tasks in a fast paced environment.
Intermediate PC skills, including working knowledge of spreadsheets and reporting tools.
Must be at least 21 years of age due to state licensing requirements.

Responsibilities

Manage customer support queues including email, chat, and social to ensure service level agreements are met for both English and Spanish speaking customers.
Lead and support a team that delivers high quality, culturally aware customer experiences in a bilingual environment.
Identify opportunities to improve operational efficiency, workflows, and service quality for internal teams and external customers.
Provide comprehensive coaching, training, and constructive feedback to improve performance and support team members in achieving individual and team goals.
Participate in and manage customer escalations, including collaborating with clients and internal partners to resolve complex cases in both English and Spanish.
Serve as a subject matter resource for bilingual customer interactions, ensuring consistency, accuracy, and tone across channels.