DraftKings
The Crown Is Yours
United States
Remote

Customer Experience Associate

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We're defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming.
Here, "impossible" isn't part of our vocabulary. You'll face some of the toughest but most rewarding challenges of your career. They're worth it. Channeling your inner grit will accelerate your growth, help us win as a team, and create unforgettable moments for our customers.
The Crown Is Yours
At DraftKings, we're at the forefront of innovation in the sports and gaming entertainment industry. We're growing rapidly and looking for a Customer Experience Associate to be the primary point of contact for DraftKings customers, regarding our products, answering customer questions, and advocating across the company. By joining our team, you'll be providing valuable experience in communication, problem-solving, and conflict-resolution skills allowing opportunities for growth and development. Our mission is to bring fans closer to the games they love through cutting-edge technology and unparalleled experiences.
What you'll do as a Customer Experience Associate

  • Provide exceptional customer service through demonstrating product knowledge, problem solving, and research skills.
  • Manage high quality communications with our customers across several channels - phone, email, chat, and social media.
  • Ability to meet high qualitative and productivity KPI expectations of the role, such as quality of customer interactions,, average handle time, adherence to shift, etc.
  • Promote the DraftKings brand through your conflict resolution abilities and effective communication skills.
  • Advocate for our players to help us grow the business.
  • Become licensed in multiple states, through applicable gaming commissions to assist customers across platforms.


What you'll bring

  • College degree, equivalent or prior work experience, preferred.
  • Prior online customer support or transferable experience, preferred.
  • Ability to work weeknights and weekends due to varying shifts between the hours of 6:00 am - 12:00 am (midnight), which includes 5 days of work with 2 days off. DraftKings Customer Experience team holds a Bi-Annual shift change that goes into effect September and March of each year. All CX team members take part in this shift change to ensure proper staffing during our NFL and non NFL periods.
  • Proficiency with Zendesk (or other ticketing processor systems) and Microsoft Office product suite, preferred.
  • If you are polite, attentive, and friendly, then we are looking for you.


Must be at least 21 years of age due to state(s) licensing requirements.
The US hourly rate for this full-time position is $15.60 - $23.40, plus bonus, equity, and benefits as applicable. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries 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 salary range and how that was determined during the hiring process.
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.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

What are DraftKings Perks + Benefits

DraftKings Benefits Overview

DraftKings offers a comprehensive suite of benefits to promote health and financial security for you and your family. Medical, Dental, and Vision are provided to cover your essential total rewards needs. We are proud to give 14 weeks of 100% paid parental leave to all global team members. We understand that long-term planning is key, so we offer 401(k) with a competitive employer match. Discretionary offerings include supplemental Life Insurance, HSA, FSA, and a Commuter Benefits plan. DraftKings also offers a discount program to assist with programs/services that are important to you.

Culture
Volunteer in local community
DraftKings teammates volunteer and give back to local organizations such as Sleep In Heavenly Peace, Project Marilyn, and Spread the Word Nevada.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Flexible work schedule
DraftKings provides employees with a flexible work schedule that includes Flexible start and end times.
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
DraftKings has three Business Resource Groups: DK Shades, DK Pride, DK Women.
Health Insurance + Wellness
Flexible Spending Account (FSA)
DraftKings employees can contribute up to $2,700 annually to their FSA.
Disability insurance
Disability insurance covers 60% of annual salary up to $10,000 monthly maximum payout.
Dental insurance
Regular dental exams can help you, and your dentist detects problems in the early stages when treatment is simpler and costs are lower.
Vision insurance
Our vision plan covers routine eye exams and also pays for all or a portion of the cost of glasses or contact lenses if you need them.
Health insurance
Health Insurance benefit is covered by BCBS.
Life insurance
DraftKings provides Basic Life and AD&D Insurance to all eligible employees at no cost to them.
Pet insurance
Wellness programs
Corporate discounts with local gyms, race reimbursements and various seminars related to wellness (meditation, nutrition, ergonomics, etc.)
Mental health benefits
16 free Lyra sessions a year
Financial & Retirement
401(K)
401(K) matching
DraftKings will match 50% of employee contributions up to 6% of all 2018 eligible earnings (salary and bonus)
Company equity
Performance bonus
Charitable contribution matching
Pay transparency
Child Care & Parental Leave
Generous parental leave
DraftKings offers 14 weeks of paid parental leave
Adoption Assistance
Fertility benefits
Partnering with Progyny Fertility
Vacation + Time Off
Unlimited vacation policy
Paid holidays
Bereavement leave benefits
Office Perks
Commuter benefits
DraftKings offers pre-tax commuter benefits to help you save money on qualifying transit or parking expenses.
Company-sponsored outings
DraftKings hosts company outings Annually.
Free snacks and drinks
Some meals provided
We have special snacks and food for different events and holidays
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development
Job training & conferences
Tuition reimbursement
Eligible employees may request reimbursement of up to $5,250/calendar year. To receive reimbursement, you must be enrolled in a degree or certificate program related to your field.
Lunch and learns
DraftKings hosts lunch and learns meetings once per month.
Promote from within
Mentorship program
Continuing education stipend
Online course subscriptions available
Personal development training

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