Customer Experience Lead, DFS

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 influence our day-to-day customer interactions by managing and guiding a team of dedicated associates. In this role, you will oversee the workflow and support queues across multiple channels, including email, chat, and social media to ensure your team is performing effectively. You'll be responsible for continual process assessments, proposing enhancements that elevate operational efficiency and service quality. Your leadership will extend to providing thorough coaching and feedback, aimed at boosting team performance and maximizing results.

Requirements

• Bachelor's degree or equivalent work experience.
• A sincere desire and passion for improving the customer experience, solving problems, and instilling positivity amongst the team.
• Strong leadership skills with a strong ability to coach a team and deliver a high-quality customer experience.
• Ability to manage multiple tasks, while effectively focusing on priority issues.
• Intermediate PC skills with working knowledge of spreadsheets and reports.
• Must be at least 21 years of age due to state(s) licensing requirements.

Responsibilities

• Manage the customer support queues (email, chat, and social) to ensure your team is meeting expected service levels.
• Suggest methods to improve operations, efficiency, and service to both internal and external customers.
• Manage your team by providing comprehensive coaching and constructive feedback to improve performance and enable your team to achieve all established goals and objectives.
• Participate in the escalation process including working with clients and other internal departments to resolve customer cases.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level