The Crown Is Yours
As a Customer Experience Chatbot Senior Associate, you'll own chatbot conversation design and performance, creating new flows, improving existing ones, and using insights to drive resolution and satisfaction. You'll work at the intersection of CX, AI, and product to deliver fast, intuitive, and brand-aligned support experiences at scale.
What you'll do
- Design and optimize conversation flows to improve resolution, containment and CSAT.
- Analyze chat data and feedback to identify breakdowns, surface insights and drive improvements.
- Lead prompt engineering for generative AI to ensure responses are accurate, empathetic and on-brand.
- Build logic, escalation paths, and API integrations that support self-service and personalized experiences.
- Partner with CX, Product, Engineering and Analytics to align chatbot strategy with business goals.
What you'll bring
- At least 3 years of experience in chatbot design, CX automation or conversational AI.
- Strong writing skills with a focus on clarity, empathy, and brand voice.
- Experience with chatbot platforms, NLU tools, or prompt engineering for AI models.
- Analytical mindset and familiarity with tools like SQL, Looker, or similar platforms.
- Collaborative, solutions-oriented approach with the ability to lead through ambiguity.
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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 base salary range for this full-time position is 65,300.00 USD - 81,600.00 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.
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What We Do
It's simple, at DraftKings, we believe life is more fun when you're in on the action. For that reason, we’re committed to responsibly creating the world’s favorite games and betting experiences. We’re developing the most innovative and entertaining real money products and offers; to forever transform how people experience sports; to be a fully vertically integrated sports betting operator. It's our ultimate goal to build the best, most trusted, and most customer-centric destination for our players.
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.
Why Work With Us
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. Ready to own what’s next?
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our flexible hybrid policy empowers team members to work where they’re most productive—whether at home or in our collaborative offices. We trust our teams to choose what works best for them to thrive and innovate.
