Customer Success Associate

Summary

Join Sleeper's Customer Success team as a Customer Success Associate and become the heartbeat of our sports-focused games platform. You will play a key role in supporting user relationships, collecting customer feedback, and resolving issues. This role involves user onboarding, bug resolution, and prioritizing product feature requests. Successful candidates are skilled problem-solvers with empathy and a customer-centric approach, focusing on Sleeper Picks, a simplified Daily Fantasy Sports product. You will communicate with users across various channels, assist internal teams, and review transactions for potential fraud. The position requires 5 days of work per week, including weeknights and weekends, with holiday and big game day availability.

Requirements

• 1+ years of prior experience in a direct Customer Support/Success role is required
• Excellent verbal and written communication skills to communicate and collaborate across multiple departments and our users
• Ability to work weeknights and weekends due to varying shifts, which includes 5 days of work with 2 days off is required – 5 day weekly availability covering 40 hours per week
• Holiday and big game day availabilities across sports

Responsibilities

• Provide exceptional customer service while demonstrating product and industry knowledge, communicating with our users across several channels – email, chat, and social media
• Respond to user complaints, requests, and inquiries in a professional and timely manner, practicing conflict resolution abilities and effective communication skills
• Assist Regulatory Operations, Compliance, and other internal teams with ad hoc requests and additional fraud reviews as needed
• Support the interdepartmental (Operations, Fraud) needs as it pertains to user interactions and our DFS product
• Review player deposit and withdrawal transactions for potential fraud to ensure accounts are correctly maintained

Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance
• 401(k)
• Flexible working hours and remote work options
• Opportunities for career advancement