Customer Success Associate
Customer Success Associate supporting Sleeper's sports gaming platform (Sleeper Picks DFS product) on night shift. Responsibilities include user support via multiple channels, fraud review, feedback collection, and collaboration with internal teams. Requires 2+ years customer support experience, strong communication, empathy, and availability for nights/weekends/holidays.
About the job
Responsibilities
- Provide exceptional customer service while demonstrating product and industry knowledge, communicating with users across email, chat, and social media.
- Respond to user complaints, requests, and inquiries in a professional and timely manner, practicing conflict resolution 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.
- Collect the voice of the customer and funnel feedback to appropriate channels.
- Help with user onboarding, resolve bug and usability issues, and collect and prioritize product and feature requests.
- Focus specifically on the Sleeper Picks product.
Requirements
- 2+ years of prior experience in a direct Customer Support/Success role.
- Excellent verbal and written communication skills to communicate and collaborate across multiple departments and users.
- Ability to work weeknights and weekends due to varying shifts, which includes 5 days of work with 2 days off – 5 day weekly availability covering 40 hours per week.
- Holiday and big game day availabilities across sports.
- Skilled problem-solvers adept at asking questions to understand intent of user feedback, isolate root causes of bugs, convey key product and feature priorities back to product team.
- High degree of empathy and customer-centric personality.
Nice-to-Haves
- Product and industry knowledge (sports, DFS).
Compensation and Benefits
- Competitive salary.
- Comprehensive health, dental, and vision insurance.
- 401(k).
- Flexible working hours and remote work options.
- Opportunities for career advancement.
- Unlimited PTO.
Skills
Customer Support, Customer Success, Conflict Resolution, Fraud Review, Communication, User Onboarding, Product Feedback
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