Customer Experience Lead

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.

What You'll Do

• 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 You'll Bring

• 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.

Join Our Team

We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don’t worry, we’ll guide you through the process if this is relevant to your role.

The US hourly rate for this full-time position is 26.92 USD - 33.65 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.