Customer Experience Lead

3 weeks ago

Las Vegas, Nevada, United States DraftKings Full time

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
As a Casino Customer Experience Team Lead, you will influence our day-to-day player interactions while managing and guiding a team of dedicated associates. In this role, you will oversee the workflow and support queues across multiple channels, including email and real-time interactions, to ensure your team performs effectively. You'll be responsible for continual performance and process assessments, proposing enhancements that elevate operational efficiency and customer experience quality. Your leadership will thrive in providing thorough coaching and feedback to boost team performance and maximize results.
What you'll do as a Casino Customer Experience Team Lead

  • Manage the Casino customer support queues (email and real-time interactions) to ensure your team meets expected service levels.
  • Suggest methods to improve operations, efficiency, and service to 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 stakeholders to resolve customer cases.


What you'll bring

  • 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.
  • Bachelor's degree or equivalent work experience.
  • 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 $ $40.38, 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.

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