Underdog Fantasy is hiring a
Customer Support Associate, Remote - United States

Summary

The job is for a Customer Support Representative at Underdog, a fast-growing sports gaming company. The role involves handling user inquiries, assisting with account and payment reviews, offering technical assistance, and facilitating onboarding. The ideal candidate should have flexibility, optimism, versatility, strong communication skills, receptiveness to new perspectives, curiosity, customer service expertise, multitasking abilities, and preferably experience with Intercom or other ticketing processor systems.

Requirements

• Flexible weekday & weekend availability due to varying shifts
• An optimistic and proactive individual, dedicated to finding solutions
• A versatile team player, adept at navigating diverse situations with ease
• A clear and concise communicator, with an emphasis on writing skills
• A receptive individual who embraces new perspectives and approaches
• An insatiably curious learner, driven to acquire new knowledge daily
• A customer service expert, delivering exceptional support by showcasing deep product expertise
• Proficient multitasker, committed to delivering high-quality work across various tasks

Responsibilities

• Approach user inquiries with a cool, open-minded approach and make sure that their concerns are being fully heard
• Gather information from users in order to efficiently reach solutions by cross-collaborating with teams from several different departments
• Create a lasting impression on every user through transparent, open, and honest communication
• Assist with account & payment reviews in order to ensure users are appropriately using Underdog as it was intended to be used
• Deliver exceptional customer support via live chat, addressing inquiries related to account management and financial transactions
• Expertly resolve Pick'em and Draft-related inquiries with precision and efficiency
• Offer comprehensive technical assistance to both Web and Mobile app users
• Assist in facilitating a smooth and seamless onboarding experience for users, ensuring their successful adoption of the app

Preferred Qualifications

• Experience with Intercom (or other ticketing processor systems)
• Managed and resolved customer inquiries and issues across various social media platforms, such as Discord, X, Instagram, and LinkedIn
• Fantasy Sports and/or Sports Betting knowledge
• 1-2 years of customer support or related experience

Benefits

• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents