Customer Experience Lead, Predictions

DraftKings Inc.•Las Vegas, NV

About The Position

As a Customer Experience Team Lead, you will influence day-to-day customer interactions by managing and guiding a team of dedicated associates. You will oversee the workflow and support queues across multiple channels, including email, chat, and social media, to ensure your team performs effectively. This role involves continual process assessments, proposing enhancements to elevate operational efficiency and service quality. Your leadership will include providing thorough coaching and feedback to boost team performance and maximize 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.