Customer Experience Specialist

We’re defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming.Here, “impossible” isn’t part of our vocabulary. You’ll face some of the toughest but most rewarding challenges of your career. They’re worth it. Channeling your inner grit will accelerate your growth, help us win as a team, and create unforgettable moments for our customers.The Crown Is YoursWe are seeking a VIP Specialist to add to our dynamic Customer Enablement team. The role entails overseeing high-value customer interactions, creating processes to aid both CX & VIP teams, and maintaining training to support all of our initiatives. In this role, you will frequently interact with our Customer, VIP, and Knowledge, Performance & Training teams to ensure all teams have the information they need to support our highest-valued players at every stage of the VIP lifecycle. We’re looking for people who are comfortable with using data, have a holistic approach to help solve complex problems, and ensure a best-in-class customer experience.What you'll do as a Customer Experience Specialist• Provide daily communication to the VIP Customer Experience Associates, Customer Experience Team Leads, and Managers on product and service updates• Support other enablement functions such as project management and risk management.• Administer and maintain VIP daily reporting for Customer Experience Team Leads on core KPIs• Help coordinate staffing for in-person events• Create, update, and maintain VIP CX materials• Support VIP Team with cross-functional operations and communication updates• Support strategy for CX Training for our VIP customers• Support high-level escalations from players in coordination with the VIP team and other business stakeholders.What you'll bring• Bachelor’s Degree in business management, sport management, or related field• Ability to multi-task and handle high-level interactions• Ability to communicate at a high level across teams• Strong attention to detail and the ability to thrive in a team environment to achieve a common goal is required.• Comfortable in a fast-paced environment• Willingness to act with a sense of urgency.• On occasion, the ability to work flexible hours is required• Strong written and verbal communication skills are required• Experience with Zendesk and Google collaboration tools (Docs, Sheets, Forms, etc.) is preferred• Experience with Tableau is suggested but, not requiredJoin Our TeamWe’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. 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.The US base salary range for this full-time position is 52,000.00 USD - 65,000.00 USD, plus bonus, equity, and benefits as applicable. Our salary ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.