Customer Experience Associate, Bilingual (Spanish)

At DraftKings, AI is becoming an integral part of both our present and future, powering how work gets done today, guiding smarter decisions, and sparking bold ideas. It's transforming how we enhance customer experiences, streamline operations, and unlock new possibilities. Our teams are energized by innovation and readily embrace emerging technology. We're not waiting for the future to arrive. We're shaping it, one bold step at a time. To those who see AI as a driver of progress, come build the future together.
The Crown Is Yours
As a Customer Experience Associate, you'll be the frontline connection between our customers and our products. In this role, you'll answer questions, solve problems, and represent the voice of the customer across the company. You'll develop deep product knowledge and use that expertise to deliver fast, accurate, and thoughtful support that keeps our customers engaged and connected.
What You'll Do

• Provide exceptional customer service by demonstrating product knowledge and resolving customer inquiries in a timely manner.
• Manage high-quality communications with our customers across several channels including phone, email, chat, and social media.
• Promote our brand through conflict resolution abilities and effective communication skills.
• Advocate for our players to help us grow the business.

What You'll Bring

• Bachelor's degree or equivalent work experience is preferred.
• Prior online customer support or relevant experience.
• Bilingual proficiency (English/Spanish), with the ability to effectively communicate with customers across phone, email, and chat.
• Ability to work weeknights and weekends due to varying shifts between the hours of 6:00 am - 12:00 am, which includes 5 days of work with 2 days off.
• Strong collaboration and communication skills.
• Proficiency with ServiceNow or other ticketing processor systems, as well as Microsoft Office product suite.
• All applicants must be at least 21 years of age due to state(s) licensing requirements.

The US base salary range for this full-time position is 19.00 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates 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 pay 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.
Join Our Team
We'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.