Customer Success Associate, Night Shift (Remote) at Sleeper

About the Role

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.

You will join a small, but passionate team that acts as the front-line to our users, and help with user onboarding, resolve bug and usability issues, and collect and prioritize product and feature requests.

Successful candidates for this job are skilled problem-solvers who are adept at asking questions to help understand intent of user feedback, isolate the root causes of bugs, convey key product and feature priorities back to Sleeper’s product team. In addition, a high degree of empathy and customer-centric personality is required for the role.

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”), offering up a faster-paced version of DFS gameplay. Whereas traditional DFS is oftentimes associated with the time-intensive processes of drafting and managing of salary caps, Sleeper Picks places emphasis on quick-and-easy player selections and performance predictions – ultimately enhancing 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 our 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 the 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

What experience you'll bring:

• 1+ 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 our 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