FanDuel Group 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 Group consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media, including FanDuel, Betfair US, DRAFT, and TVG. FanDuel Group has a presence across 45 states and 8 million customers. The company is based in New York with offices in California, New Jersey, Florida, Oregon, and Scotland.

About the role

We’re looking for a Customer Support Manager to help manage the Fantasy CS department. The CS Manager is responsible for ensuring that FanDuel DFS customers remain insanely satisfied throughout their experience. Duties include, but are not limited to, supervising and managing the customer support team, training new CSA and Supervisors to provide the highest standards of customer service and ensuring that all company policies and processes are followed. Additional tasks comprise of handling escalated customer inquiries, identifying and attending to departmental needs, and providing input on business and product issues.

What you'll do  

• Manage a team of 3-5 Supervisors who oversee a team of 5-8 CSAs
• Ensure each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering outstanding support to our growing community of avid sports fans
• Analyze team performance indicators to ensure support volume and quality of interactions are meeting standards
• Establish and update support policies and procedures to meet the needs of staff, customers, and the business
• Resolve Manager escalated incidents (BBB, legal, etc.) and quality assure all Supervisor escalated incidents
• Recruit, interview, and hire new support agents and supervisors 
• Train support agents on standard policies and procedures while coaching them to think creatively and passionately about ways in which we can make every user interaction meaningful and provide the best gaming experience possible
• Train support supervisors on analytics requirements, escalation procedures, and coaching best practices 
• Determine Support Team needs based on key metrics and performance indicators 
• Spearhead sharing user insights and trends to all areas of the business including product, marketing, and operations
• Quarterback critical site issues and escalate to the proper channels to ensure a speedy resolution

Who we're looking for 

• Thorough knowledge of Daily Fantasy Sports, the DFS industry and/or FanDuel product
• Experience and proficiency with help desk software and reporting (ZenDesk, Oracle, etc.)
• Experience and proficiency with payment processors (BrainTree, PayPal, etc.)
• A desire to keep our customers and team insanely satisfied
• A quick and creative problem-solving mind
• Knowledge of mediation and conflict resolution techniques
• Excellent communication skills with an emphasis on writing skills 
• High touch, online customer support experience 
• Effective communication with various business stakeholders 
• Empathy, curiosity, humility and flexibility
• A love for and deep knowledge of sports in general 
• Expertise in data gathering and analysis 
• Great attention to detail and highly organized
• 3+ years experience supervising or managing staff 
• Bachelor’s Degree required

 What you get in return

Beyond working with such a great team?

• An exciting environment with real growth
• Contribute to exciting products used by a highly passionate user base
• Personal learning and development opportunities
• Flexible vacation allowance
• Attractive health insurance premiums

There's more, but we don't want to go on and on.

FanDuel Group is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and value everyone as individuals. We don't tolerate bias, judgement or harassment. Our focus is on developing employees so that they reach their full potential.