Customer Experience Senior Associate

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 Senior Associate, you'll serve as a key point of contact between our players and our platform by resolving complex questions, escalating feedback, and driving solutions across teams. You'll build deep product knowledge, collaborate across departments, and shape the player experience behind the scenes. In this role, you'll strengthen your problem-solving skills and help inform product decisions with real-time customer insights.
What You'll Do

• Provide daily direction to ensure customer service inquiries are answered in a timely, efficient, and knowledgeable manner.
• Handle VIP requests and escalated cases, monitor social media platforms, and act as a point of contact when technical challenges arise.
• Monitor for critical site issues and engage internal teams appropriately.
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Facilitate training for Customer Experience Associates on our products and daily processes as needed.
• Resolve all customer issues, questions, incidents, and complaints in a timely and professional manner and to the complete satisfaction of the player.

What You'll Bring

• Bachelor's degree in business management, sports management, or a related field is preferred.
• Ability to multi-task and handle high-leverage player interactions and scenarios.
• Flexibility to work different shifts to support commitment to our players.
• Strong collaboration and communication skills.
• Comfortable in a fast-paced environment.
• Familiarity with ServiceNow is preferred.
• All applicants must be at least 21 years of age due to state(s) licensing requirements.

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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 hourly rate for this full-time position is 19.62 USD - 24.52 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.