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FanDuel // one-day fantasy sports
 
Orlando, Florida    Posted: Wednesday, April 28, 2021
 
   
 
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JOB DETAILS
 

ABOUT FANDUEL GROUP

FanDuel Group is a world-class team of brands & products all built with one goal in mind  to give fans new & innovative ways to interact with their favorite games, sports, teams, & leagues. Thats no easy task, which is why were so dedicated to building a winning team. And make no mistake, we are here to win, but we believe in winning right. That means well never compromise when it comes to looking out for our teammates. From our many opportunities for professional development to our generous insurance & paid leave policies, were committed to making sure our employees get as much out of FanDuel as we ask them to give.

FanDuel Group is based in New York, with offices in California, New Jersey, Florida, Oregon & Scotland. Our brands include:

  • FanDuel  A game-changing real-money fantasy sports app
  • FanDuel Sportsbook  Americas #1 sports betting app
  • TVG  The best-in-class horse racing TV/media network & betting platform
  • FanDuel Racing  A horse racing app built for the average sports fan
  • FanDuel Casino & Betfair Casino  Fan-favorite online casino apps
  • FOXBet A world-class betting platform
  • PokerStars  The premier online poker product

 

THE POSITION

Our roster has an opening with your name on it!

Were looking for a Customer Operations Manager to help manage the Sportsbook Customer Operations department. The Customer Operations Manager is responsible for ensuring that FanDuel customers remain satisfied throughout their experience. Duties include, but are not limited to, supervising & managing the customer support team, training new Customer Support Agents & Supervisors to provide the highest standards of customer service & ensuring that all company policies & processes are followed. Additional tasks comprise of handling escalated customer inquiries, identifying & attending to departmental needs, & providing input on business & product issues.

THE GAME PLAN

Everyone on our team has a part to play

  • Responsible for Managing Customer Operations Supervisors & Agents.
  • Ensure each team is rapidly resolving issues & inquiries, exceeding customer expectations, & delivering outstanding support to our growing community of avid sports fans
  • Analyze team performance indicators to ensure support volume & quality of interactions are meeting standards
  • Establish & update support policies & procedures to meet the needs of staff, customers, & the business
  • Resolve Manager escalated incidents (BBB, legal, etc.) & quality assure all Supervisor escalated incidents
  • Recruit, interview, & hire new support agents & supervisors 
  • Train support agents on standard policies & procedures while coaching them to think creatively & passionately about ways in which we can make every user interaction meaningful & provide the best gaming experience possible
  • Train support supervisors on analytics requirements, escalation procedures, & coaching best practices 
  • Determine Support Team needs based on key metrics & performance indicators 
  • Spearhead sharing user insights & trends to all areas of the business including product, marketing, & operations
  • Quarterback critical site issues & escalate to the proper channels to ensure a speedy resolution

 THE STATS

What were looking for in our next teammate

  • Minimum of 3+ years experience supervising or managing staff preferred
  • Bachelors Degree Preferred
  • Thorough knowledge of FanDuel product
  • Experience & proficiency with help desk software & reporting (ZenDesk, Oracle, etc.)
  • Experience & proficiency with payment processors (BrainTree, PayPal, etc.)
  • A desire to keep our customers & team insanely satisfied
  • A quick & creative problem-solving mind
  • Knowledge of mediation & conflict resolution techniques
  • Excellent communication skills with an emphasis on writing skills 
  • High touch, online customer support experience 
  • Effective communication with various business stakeholders 
  • Empathy, curiosity, humility & flexibility
  • A love for & deep knowledge of sports in general 
  • Expertise in data gathering & analysis 
  • Great attention to detail & highly organized 

THE CONTRACT
We treat our team right

Competitive compensation is just the beginning. As part of our team, you can expect:

  • An exciting & fun environment committed to driving real growth
  • Opportunities to build really cool products that fans love
  • Mentorship & professional development resources to help you refine your game
  • Flexible vacation allowance to let you refuel
  • Hall of Fame benefit programs & platforms

FanDuel Group is an equal opportunities employer. Diversity & inclusion in FanDuel means that we respect & value everyone as individuals. We don't tolerate bias, judgement or harassment.  Our focus is on developing employees so that they reach their full potential.

 
 
 
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