San Francisco, Remote, Las Vegas | Hybrid, New York City, Seattle

Position Summary

We are seeking a Senior Manager of Customer Success and Payment Fraud. This is a pivotal role that will shape the user experience and ensure the highest standards of support and transactional integrity. You will be responsible for developing and overseeing the management of our customer support and fraud risk functions. The ideal candidate will have intimate working knowledge across both functions, as well as proven experience leading cross-functional teams.

Location

Los Angeles, Las Vegas, SF Bay Area, NYC, or Remote

Key Responsibilities

• Manage and develop multiple managers, team leads, and associates located both domestically and abroad across customer support and payment fraud teams
• Systematically maintain high standards of operational excellence, utilizing a framework of strategic goals / objectives and KPIs
• Assist in the long-term development of both functions, taking into account technology enablement / tooling, hiring and managerial decision-making / direction, as well as process and organizational efficiency
• Implement and continuously improve upon user support and fraud processes, guidelines, and standards., including the training and mentoring of staff
• Develop, maintain, and improve strategies to detect and prevent payment fraud, collaborating with other departments to implement fraud detection methodologies
• Regularly report to leadership on performance metrics and relevant analytics pertaining to both teams, as well as individuals
• Stay updated on the latest fraud and support trends, providing analysis, recommending future fraud prevention processes, while also adjusting strategies accordingly
• Handle escalated user support inquiries and complaints, as well as fraud-related concerns and issues as appropriate

Qualifications

• Proven experience growing and overseeing medium-to-large teams (40 -100 across multiple teams) effectively with a high level of employee engagement
• Excellent leadership skills with a passion for teaching, mentoring, and coaching teams and individuals within a fast-paced environment
• Strong desire to improve the user / player experience, addressing relevant problems and concerns, all the while maintaining morale and positivity amongst the team functions
• Demonstrable expertise and background in fraud detection and customer support, with a working knowledge of function-specific procedures and tooling (especially with online transactions)
• 5+ years of leadership experience within customer support and / or payments fraud, preferably in the fantasy sports, sportsbook, or gaming industries
• Strong problem-solving (resourceful), organizational (very detail-oriented) and decision-making skills.
• Bachelor's degree or equivalent work experience.

Benefits

• Competitive salary ($90,000-$130,000) and stock options
• Comprehensive health, dental, and vision plans
• 401(k)
• Flexible working hours and remote work options
• Regular team building events and activities