Customer Support Agent, Evenings and Weekends

FanDuel•Jersey City, NJ

1d•$21

About The Position

We are seeking Customer Service Game Changers with an acute, customer centric mindset, to support the players of the Number 1 Sportsbook in the US. We're hiring for overnight and weekend shifts that will start between 5:00 - 11:30 pm, candidates must be able to complete initial training during the day shift and must located in the state of New Jersey, within 120 miles from Jersey City. The ideal candidate will have previous iGaming experience, be passionate about sports and possess the ability to adapt to and embrace any challenge and opportunity presented to them. In addition to the specific responsibilities outlined below, employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.

Requirements

Minimum 12 months Customer Service experience in the Sports Betting industry
Strong knowledge of sports and betting terminology, including various types of bets and odds formats.
Excellent communication skills, both verbal and written.
Ability to adapt and deliver in a fast-paced environment.
Strong problem-solving abilities and attention to detail.
Familiarity with customer service software and CRM systems.
Willingness to work flexible hours, including evenings, weekends, and holidays.
Commitment to upholding responsible gaming practices and compliance standards.

Responsibilities

Customer Support: Respond promptly and professionally to customer inquiries via various channels including live chat, email, and phone. Assist customers with account-related queries, betting and promotion inquiries, and technical issues. Provide explanations on betting options and outcomes, odds, promotions, and policies.
Problem Resolution: Investigate and resolve customer complaints or issues efficiently and effectively. Escalate complex problems to higher-level support or management when necessary. Follow up with customers to ensure satisfactory resolution of issues.
Product Knowledge: Maintain a deep understanding of our sports betting platform, including available sports, markets, and features. Stay updated on sports events, odds changes, and industry trends. Educate customers on how to navigate the platform, place bets, and utilize features effectively.
Compliance and Responsible Gaming: Adhere to regulatory requirements and company policies related to responsible gaming and customer verification. Identify and report any suspicious activities or potential compliance issues. Assist customers with setting limits, self-exclusion, and accessing responsible gaming resources.
Ability to work a flexible schedule, I.e., holidays, weekends, evenings, and overnight in addition to large sporting events (Super Bowl, Kentucky Derby, March Madness) as needed.
Candidate must comply with and support the company’s responsible gambling policies, procedures, and initiatives.

Benefits

We offer amazing benefits above and beyond the basics.
We have an array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits.
We offer generous paid time off (PTO & sick leave), annual bonus and long-term incentive opportunities (based on performance), 401k with up to a 5% match, commuter benefits, pet insurance, and more - check out all our benefits here: FanDuel Total Rewards .
Benefits differ across location, role, and level.

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