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Customer Service Agent

1 month ago

Austin, United States Dabble.com Full time

Dabble is an innovative Daily Fantasy Sports app, launched in 2023 and currently on an exciting scale-up journey. Our mission is to revolutionize the industry with a uniquely immersive, social gaming experience that delivers cutting-edge entertainment through real interaction and engagement. Our core philosophy, "share the experience," reflects our commitment to fostering community and celebration - not just within the app, but also in our workplace.

Backed by a successful Australian sports-betting business, Dabble is revolutionizing the industry by providing a unique and immersive community-based experience for users. Unlike traditional DFS apps, Dabble combines social media elements with daily fantasy, offering a newsfeed similar to Instagram or Twitter, where users can follow their friends, ex-athletes, and copy their bets with ease. Additionally, Dabble hosts a chat feature, called "Banter" where users can engage in forums and chat about their selections.

Our central hub is located in Austin, Texas, and we're actively planning to expand our reach. With a strong commitment to a remote-first work culture, we promote effective collaboration among our team members. Our team consists of passionate and driven individuals, and we're on the lookout for our next Dabbler to join us

Dabble Culture

  • Wear what makes you comfortable so you can concentrate on what's important
  • Whether it's from home or elsewhere, choose the setting that best supports your productivity
  • Collaborative, open-minded team. We value both big and small ideas
  • Each day is led through upholding our core Values: Fun, Celebratory, Community, Evolutionary and Focus
Dabble Perks
  • 3 weeks of paid vacation leave per year
  • 2 weeks of paid sick leave per year
  • 200% 401k matching*
  • Health insurance*
  • Unpaid time off available
  • Paid parental leave available
Overview
A key member of the Operations team, the CS Agent ensures the success of the organisation by assisting and taking ownership in various key functions including Customer Service, QA, Payments, internal staff training and any RSG compliance obligations - whilst handling direct and escalated service contacts from customers through telephone, live chat and email. The CS Agent ensures a high level of accuracy, transparency, timeliness, and compliance in the day-to-day operations.

To be successful in this role, the CS Agent will require outstanding communication and interpersonal skills, the ability to prioritise workload, advanced knowledge of the Customer Service functions of a wagering organisation and be experienced with creating and reviewing training documents and employee training. You must be willing and able to work a rotating 7 day roster which will include weekend and night shifts when required.

Primary Location
This role is currently open to all locations within Australia, however candidates based in Melbourne, Brisbane or Darwin may be preferred.

Responsibilities:
  • Ensure all required customer service activities are completed to Dabble's high standard of customer communication, including the prompt support of customers via all channels (Live Chat, Email, Phone)
  • Assist in the creation/implementation of CS policy/documentation for training of staff members
  • Resolve any contest inquiries regarding sporting rules & account and billing inquiries
  • Build effective relationships within the team/company
  • Ensure the needs of the customer are always the primary focus
  • Assist the wider company by fulfilling any ad hoc roles as may be required from time to time
  • Assist in creation and settling of Fantasy entries/contests.
Skills & Qualifications:
  • Experience in the gaming or Fantasy sports industry
  • Experience in a Customer Service focused role
  • Knowledge of Zendesk (Admin level) and its functions is desirable.
  • Knowledge of US payments and banking systems
  • Exceptional attention to detail and the ability to work well under pressure
  • An analytical mind and inclination for problem solving
  • A can-do attitude and ability to see the bigger picture

Are you a Dabbler?

A Dabbler's attitude is paramount, as the right person will be able to learn quickly and adapt to any skill gaps. A Dabbler is always a team player, with a willingness to share with and learn from others. Being a remote-first workplace, collaborative working styles are crucial to empower and grow each individual member (eg we prefer openness via public channels to problem solve or ideate on Slack).

A Dabbler uses their freedom of autonomy to its absolute potential and enjoys contributing to the Dabble community. We hold respect for our peers very highly - there is no such thing as a bad idea. We encourage you to think differently, be brave and strive to always raise the bar. Dabble was born out of thought sharing and should tackle growth in the same way. Dabble embraces empowerment of all people at any level of seniority and experience to 'own their work' and 'talk their book' wherever they can.

Remuneration

The advertised salary for this position is $24 - $27 per hour + Benefits with room to be flexible.

Department Customer Locations Austin Remote status Hybrid Remote