ABOUT FANDUEL
FanDuel Group (“FanDuel") is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the United States, FanDuel consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media.
FanDuel has a presence across all 50 states with approximately 17 million customers and 28 retail locations. FanDuel is based in New York with offices in New Jersey, Georgia, California, Oregon, Canada and Scotland.
Its networks FanDuel TV and FanDuel+ are broadly distributed on linear cable television and through its relationships with leading direct-to-consumer over-the-top platforms.
FanDuel Group is a subsidiary of Flutter Entertainment plc, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).
THE ROSTER
At FanDuel, we give fans a new and innovative way to interact with their favorite games, sports and teams. We’re dedicated to building a winning team and we pride ourselves on being able to make every moment mean more, especially when it comes to your career. So, what does “winning” look like at FanDuel? It’s recognition for your hard-earned results, a culture that brings out your best work—and a roster full of talented coworkers. Make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From creatives professionals to cutting edge technology innovators, FanDuel offers a wide range of career opportunities, best in class benefits, and the tools to explore and grow into your best selves. At FanDuel, our principle of “We Are One Team” runs through all our offices across the globe, and you can expect to be a part of an exciting company with many opportunities to grow and be successful.
THE POSITION
Our roster has an opening with your name on it
We’re looking for an experienced, customer-focused teammate to help support FanDuel’s customers across social media platforms. This Specialist will be responsible for responding to customer inquiries and engaging with FanDuel customers across all social media platforms and FanDuel products. You will have the opportunity to represent the FanDuel brand in a very public channel, so all teammates are expected to not only be an expert on FanDuel products, processes, and gaming, but the FanDuel brand voice and modern social media techniques and etiquette.
THE GAME PLAN
Everyone on our team has a part to play
- 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
THE STATS
What we're looking for in our next teammate
Basic stats:
- 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)
- Licensure: Must be able to pass and maintain regulatory licensing requirements as mandated by state racing and gaming bodies.
Preferred stats:
- 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
PLAYER BENEFITS
We treat our team right
From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give. Competitive compensation is just the beginning. As part of our team, you can expect:
- An exciting and fun environment committed to driving real growth
- Opportunities to build really cool products that fans love
- Career and professional development resources to help you refine your game plan for owning and driving your career and development
- Be well, save well and live well - with FanDuel Total Rewards your benefits are one highlight reel after another
FanDuel is an equal opportunities employer and we believe, as one of our principal states, “We Are One Team!” We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or another other characteristic protected by state, local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included. We want our team to include diverse individuals because diversity of thought, diversity of perspectives, and diversity of experiences leads to better performance. Having a diverse and inclusive workforce is a core value that we believe makes FanDuel stronger and more competitive as One Team!
The applicable hourly range for this position is $19.71 - $26.97 USD, which is dependent on a variety of factors including relevant experience, location, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k) matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation. This role includes paid personal time off and 14 paid company holidays. FanDuel offers paid sick time in accordance with all applicable state and federal laws.
United States
