[Hiring] Customer Success Associate @Sleeper

Role Description

The customer support role at Sleeper is the heartbeat of the company. You will play a key role in supporting and nurturing our user relationships, by collecting the voice of the customer and funneling feedback to appropriate channels.

• Join a small, passionate team that acts as the front-line to our users.
• Help with user onboarding, resolve bug and usability issues, and collect and prioritize product and feature requests.
• Be a skilled problem-solver adept at asking questions to understand user feedback.
• Isolate the root causes of bugs and convey key product and feature priorities back to Sleeper’s product team.
• Exhibit a high degree of empathy and a customer-centric personality.

Sleeper Picks

On the customer support team, you will focus specifically on the Sleeper Picks product.

• Sleeper Picks is a lighter, more simplified variant of traditional Daily Fantasy Sports (DFS).
• Offers a faster-paced version of DFS gameplay with quick-and-easy player selections and performance predictions.
• Enhances the user experience for a DFS offering with broad appeal across a wider demographic.

What you’ll do as a Customer Success Associate:

• Provide exceptional customer service while demonstrating product and industry knowledge, communicating with 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 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.

Qualifications

• 2+ 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 with 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.

Benefits

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