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Payment Operations Lead - Support

What you’ll do as a Payment Operations Lead - Support:

  • Manage a team of associates supporting Payment Operations with a focus on resolving player issues with deposit, withdrawals and chargebacks

  • Work closely with Customer Experience to obtain requested player documents to facilitate resolution of issues on deposit, withdrawal and chargeback reinstatements

  • Act as an escalation point for internal teams regarding player issues with deposits, withdrawals and chargebacks

  • Communicate with payment processors on potential issues with payment processing

  • Develops associates and assists in the creation of reference and training material

  • Works closely with the Payment Operations on new objectives and improvements to payment processing

  • Manages a team of reports and is responsible for scheduling, regular check-ins, and mid-year/year-end reviews

  • Communicates frequently with the Payment Operations to discuss progress and development of employees

  • Assist management and internal teams with ad hoc requests and additional investigation of payment processing issues as needed 

What you'll bring:

  • 3+ years of relevant experience in banking, financial or e-commerce focused on customer operations. Payment Operations experience preferred but not required

  • 1+ year in management/leadership of a team

  • A Bachelor's Degree in a related field will be considered as an asset 

  •  Experience in SQL is preferred, but not required       

  • Competence with Zendesk & Microsoft Office product suite

  • Intermediate Excel skills are preferred but not required 

  • Enthusiasm for training and developing employees

  • Ability to look at multiple data points to make good business decisions regarding a customer’s status

  • Ability to analyze and use data to make informed recommendations on procedure, policy, and other aspects of the business

  • Self-motivated with a desire to thoroughly investigate potentially fraudulent customer behavior

  • Ability to work potential days, nights, and weekends

  • Ability to become licensed in multiple jurisdiction


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. 

We are DraftKings.

We’re inspired by our shared passion for developing creative solutions to complex challenges and empowering the people around us to do their best work. We are industry leaders in the digital entertainment and technology space propelled by constant curiosity and diverse perspectives.

Our teams are fueled by innovation. We are looking ahead, building what’s next, and continuously reinventing the industry. We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston, with teams around the world and an expanding global presence.

Join Us!

We strive to create a place where all feel safe, empowered, engaged, championed, and inspired. DraftKings is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

Ready to build what’s next? Apply now.

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.

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