DFS Customer Success Associate

Sleeper • Los Angeles, CA

329d • Remote

About The Position

Sleeper is a sports-focused games platform with messaging at its core. We are a young and energetic company, fueled by a passion for sports and a drive for innovation. Our mission is to create a digital playground for sports fans and their friends to hang out. We bring people together over sports. Currently, we are looking for highly motivated customer support associates to join our Customer Success team. The customer support role at Sleeper is the heartbeat of the company. You will play a key role in supporting and nurturing our user relationships, by collecting the voice of the customer and funneling feedback to appropriate channels. You will join a small, but passionate team that acts as the front-line to our 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 intent of user feedback, isolate the root causes of bugs, convey key product and feature priorities back to Sleeper's product team. In addition, a high degree of empathy and customer-centric personality is required for the role.

Requirements

• 1+ 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 our 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

Responsibilities

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

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Number of Employees: 1-10 employees