A Glimpse into Customer Experience Excellence

Delivering exceptional customer support is a key part of our mission. Behind every seamless experience is a dedicated team working tirelessly to ensure our customers are cared for. To give you a closer look, we sat down with Svetoslav, a Senior Customer Experience Associate, to learn about his journey, the challenges of his role, and what makes working on the Customer Experience (CX) team so rewarding.

Hi Svetoslav! Share a bit more about yourself:

I started my incredible journey with DraftKings a little over three years ago. Starting out as a Customer Experience Associate, I learned a lot about the importance of putting our customers first and leading with empathy. Just last year, I received my promotion to Senior Associate and it’s been such a rewarding growth opportunity for me. Outside of work, I’m passionate about individual sports, particularly UFC and combat sports, which I’ve trained in throughout my life.

Can you describe a typical day in the life of a Customer Experience Associate at DraftKings?

Every day begins with reviewing communication channels and emails to ensure I’m up to speed with any new developments. Once that’s done, I start tackling queues and assisting customers via our live chat system. Our primary goal is to address questions quickly and efficiently while remaining prepared for anything that comes our way. The customer is always our top priority, so we strive to provide solutions as quickly and seamlessly as possible.

What are some of the biggest challenges you face when supporting customers, and how do you overcome them?

One of the biggest challenges is being prepared to handle a wide variety of situations while ensuring our customers feel supported and receive accurate information. This requires a deep understanding of procedures and the ability to anticipate potential issues before they arise. To overcome this, I stay proactive by regularly updating my knowledge, reviewing resources, and collaborating with teammates to share insights. This preparation allows me to respond effectively and provide the best possible support.

What’s a particularly rewarding moment you’ve had while helping a customer?

The most rewarding moments are when customers come back to express their gratitude after I’ve resolved their issue. It’s especially meaningful when someone says, “Thank you for your fast response—you solved my problem!” This creates such a positive customer experience and strengthens their loyalty to our company.

What makes the DraftKings CX team unique?

Our CX team stands out with our personalized approach to every customer interaction. We go beyond simply resolving issues by actively putting ourselves in the customer’s shoes to truly understand their needs and concerns. This empathy-driven approach ensures we deliver tailored solutions that exceed expectations. Our players are at the heart of everything we do, and their loyalty to DraftKings speaks volumes about the trust and value we’ve built. It’s this commitment to excellence that positions us as leaders in the industry.

How does the CX team collaborate with other departments to enhance the overall customer experience?

The CX team acts as a bridge between our customers and other departments. We become subject matter experts and learn from our colleagues in Risk Operations, Payments, Trading, or Promotions, using this knowledge to address customer questions effectively. Knowing what to ask and how to gather the right details is a critical part of our role. Seamless collaboration ensures we can resolve concerns efficiently while delivering a great customer experience.

What skills or traits do you think are most important for someone in a customer support role?

Patience and empathy are absolutely essential. It’s important to understand where the customer is coming from and approach each interaction with care. Adaptability is another key trait—our industry moves quickly, so stepping out of your comfort zone and staying ready for change is part of the job. Strong communication skills and the ability to stay composed under pressure also make a big difference.

How has your role evolved since you started, and what excites you most about the future of customer experience at DraftKings?

Since joining DraftKings, I’ve seen incredible progress in how our team works. Our resources and tools have improved significantly, making daily tasks much more efficient. We continuously gather feedback from customers and teammates to refine procedures and reduce friction across departments.

What excites me most is how the CX team constantly evolves. We’re always looking for ways to improve, whether it’s through new approaches or better collaboration. This drive for continuous growth keeps the role exciting and makes me proud to be part of the team.

Ready to make an impact?

At DraftKings, we’re always striving to deliver the best experience for our customers. Join a team where your contributions matter, and your career can thrive. Explore our open roles today and discover how you can own your crown in the world of customer experience.