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VIP Customer Support Specialist

2 months ago

Las Vegas, Nevada, United States DraftKings Full time
About the Role

We're seeking a highly skilled Customer Experience Specialist to join our dynamic Customer Enablement team at DraftKings. As a key member of our team, you will play a critical role in delivering exceptional customer experiences for our high-value customers.

Key Responsibilities
  • Customer Communication: Provide daily updates to VIP Customer Experience Associates, Customer Experience Team Leads, and Managers on product and service updates.
  • Enablement Support: Support other enablement functions such as project management and risk management.
  • Reporting and Analytics: Administer and maintain VIP daily reporting for Customer Experience Team Leads on core KPIs.
  • Event Coordination: Help coordinate staffing for in-person events.
  • CX Materials: Create, update, and maintain VIP CX materials.
  • Cross-Functional Support: Support VIP Team with cross-functional operations and communication updates.
  • CX Training: Support strategy for CX Training for our VIP customers.
  • Escalation Support: Support high-level escalations from players in coordination with the VIP team and other business stakeholders.
Requirements
  • Education: Bachelor's Degree in business management, sport management, or related field.
  • Communication Skills: Ability to communicate at a high level across teams.
  • Attention to Detail: Strong attention to detail and the ability to thrive in a team environment to achieve a common goal.
  • Flexibility: Comfortable in a fast-paced environment and willing to act with a sense of urgency.
  • Technical Skills: Experience with Zendesk and Google collaboration tools (Docs, Sheets, Forms, etc.) is preferred.
About DraftKings

DraftKings is 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.