Support Operations Associate

As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don’t worry, we’ll guide you through the process if this is relevant to your role.

About DraftKings

• At DraftKings, AI is becoming an integral part of both our present and future, powering how work gets done today, guiding smarter decisions, and sparking bold ideas.
• It’s transforming how we enhance customer experiences, streamline operations, and unlock new possibilities.
• Our teams are energized by innovation and readily embrace emerging technology.
• We’re not waiting for the future to arrive.
• We’re shaping it, one bold step at a time.
• To those who see AI as a driver of progress, come build the future together.
• The Crown Is Yours Shape the future of Support Operations as part of a fast-moving team supporting one of the most recognized sports brands in the US.
• Our Team We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston.

Responsibilities

• As a Support Operations Associate, you’ll drive day-to-day execution by ensuring site content, promotions, and betting experiences run seamlessly across platforms and states.
• You’ll collaborate with Customer Experience, Trading, and Marketing teams to solve complex challenges and maintain high standards of accuracy and responsiveness.
• You’ll Do Support the Sportsbook, Predictions, and iGaming Promotions teams in triaging and resolving second-line customer issues, working closely with Customer Experience and Operations to improve processes.
• Ensure that site content, promotions, betting events, and betting odds are presented and merchandised as expected.
• Support and collaborate with other parts of the business, such as Operations, Trading, Customer Experience, and Marketing teams, to help proactively diagnose and solve questions from our customers.
• Run processes to support quality assurance, problem escalation, and competitor tracking.
• Become an expert in using our internal marketing and bonus tools; always looking to optimize processes and tools to enable flawless execution across multiple apps and states.

Requirements

• At least 1 year of experience in online gaming or a relevant online B2C environment with a strong focus on customer needs and experience.
• Detail-oriented and analytical attitude, with the flexibility to adapt to shifting priorities and drive results in a fast-paced environment.
• Experience with digital marketing operation tools and a demonstrated ability to rapidly learn and master new tools.
• Flexibility to work on shifts including nights and weekends - due to the nature of the sporting calendar, this position will regularly include evening and weekend shifts, which include five days of work with two days off.
• An understanding of the Sportsbook, Predictions and iGaming industry would be considered an advantage.
• The ability to become licensed through applicable regulatory agencies.