Customer Experience Team Lead, Sportsbook

Las Vegas, NV

DraftKings Inc. (Nasdaq: DKNG) is a digital sports entertainment and gaming company. It’s simple, at DraftKings, we believe life’s more alive with skin in the game. For that reason, we’re committed to responsibly creating the world’s favorite games and betting experiences. Headquartered in Boston, MA, with offices around the globe, we believe we can continue to define what it means to be a technology company in sports entertainment. We love what we do, and think you will too.

The strategy behind the game.
As a Customer Experience Team Lead you'll play a key role in impacting the experience of our players. You will manage a team of customer experience associates, supervise workflow, and directly handle escalated issues as needed. In your role, you will collaborate with other departments such as Fraud, VIP, Compliance, Marketing, and Product Operations to consult, execute, and resolve multifaceted player facing issues.

What you’ll do as a Customer Experience Team Lead:

  • Manage the support queues (email, chat, social, etc.) to ensure we meet KPIs as defined.
  • Provide continual evaluation of processes and procedures. Suggest methods to improve operations, efficiency, and service to both internal and external customers.
  • Provide coaching and constructive feedback to improve performance and enable your team to achieve all established goals & business objectives.
  • Participate in the escalation process including working with clients and other DK departments to resolve client cases.
  • Conduct regularly scheduled team and one-on-one meetings with your direct reports.

What skills you will use:

  • Above all else, you must have an extreme passion for improving the customer/player experience, solving problems, and driving positivity amongst the team.
  • Strong desire to teach and coach a team to deliver quality customer experience.
  • Exhibit strong leadership skills.
  • Demonstrate the 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.
Who are we a good fit for?
We love working with talented people but more than that, we seek out compassionate co-workers with a collaborative spirit. Our work moves quickly and we’re great at coming together to find creative solutions to some of tech’s most interesting problems. If that sounds good to you, join us.

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As a technology company at our core, DraftKings believes that the best innovation comes from diverse perspectives, thoughts, beliefs, ideas, and experiences. We consistently push boundaries and challenge the conventional to ensure our culture and products reflect the expectations of our employees, and the customers we serve.

We’re proud to believe that your gender, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability should have nothing to do with our hiring practices. We’ll never discriminate against anyone’s background or creed. If you’re good at what you do, we want you to do it at DraftKings.


You may be required to become licensed through applicable regulatory agencies.

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