Social Engagement Specialist

Summary

Join FanDuel's dynamic team as a Social Media Customer Support Specialist! You'll be the voice of FanDuel, engaging with customers across various social media platforms and products. Responsibilities include resolving customer issues, protecting the brand, and providing exceptional experiences. You'll need at least one year of customer service experience and familiarity with online gaming. Preferred qualifications include experience with social media management platforms and payment processors. FanDuel offers a competitive compensation package, including benefits like medical, vision, dental, life, and disability insurance, a 401(k) matching program, paid time off, and more. This is a remote position with flexible hours.

Requirements

• Minimum of 1 year of full-time professional experience in a customer service or sales focused position
• Minimum of 6 months supporting online sports gaming or casino products
• Availability to work flexible hours that include nights and weekends
• Excellent written communication skills
• Familiarity with social media platforms, functionality, and communication styels
• Strong operational mindset, with a proven ability to persevere, problem-solve, and think creatively while focusing on overall quality of work
• Ability to actively listen to what others have to say and restate information to ensure understanding
• Strong multi-tasker with excellent time management
• Team oriented with great communication skills
• Curiosity and willingness to become a subject matter expert across FanDuel products (including, but not limited to: DFS, sports betting, casino, Canada, racing, fraud, and payments)
• Must be able to pass and maintain regulatory licensing requirements as mandated by state racing and gaming bodies

Responsibilities

• Serve as part of a collaborative team using social media channels (Twitter, Facebook, etc…) to rapidly resolve issues, protect FanDuel’s brand, and deliver industry-leading experiences to our growing community of avid sports fans
• Function as a subject matter expert for players regarding all FanDuel products and promotions, including Sportsbook, Casino, Fantasy, Racing, and free to play contests
• Utilize creativity and passion to personalize customer experiences and represent the FanDuel brand while correctly utilizing appropriate style guidelines
• Serve as a frontline resource for recognizing product or customer issues, responsible gaming concerns, system outages, or fraud attempts.  Utilize appropriate tools, critical thinking, and solid judgment to triage situations with large impact, and escalate as appropriate
• Provide support for fraud and payment inquiries (ATO, MM NoC, Unauthorized Login, Chargebacks, etc.)
• Respond to product reviews left by our customers, and provide basic technical assistance when required
• Use technical ability to master internal admin systems, review accounts, troubleshoot bugs, and resolve issues
• Help represent the voice of the customer by compiling and sharing user insights and trends to all areas of the business including product, marketing, and operations

Preferred Qualifications

• Proficiency utilizing ticketing/CRM software, such as Salesforce or Zendesk
• Experience delivering customer support via social media and social media management platforms such as Social Studio, Khoros, or Sprinklr
• Experience and proficiency with payment processors (cards, PayPal, ACH etc.)
• Experience in a technical assistance role
• Accounting or loss prevention experience
• Understanding of sports wagering, daily fantasy sports, and casino gaming

Benefits

• Medical, vision, and dental insurance
• Life insurance
• Disability insurance
• A 401(k) matching program
• Short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation
• Paid personal time off
• 14 paid company holidays
• Paid sick time in accordance with all applicable state and federal laws