DFS Customer Success Associate, Sleeper
Fantasy sports app
Be an early applicant
Fantasy sports app
21-100 employees
Be an early applicant
21-100 employees
Company mission
To connect people over sports.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
The popularity of being able to create fantasy teams and enjoy watching sports virtually has taken socialising around sports to a virtual level. In fact, the fantasy sports market size is expected to reach $48.6 billion by 2027. Sleeper was initially an app on which users discussed fantasy sports, but in 2017, it began hosting free fantasy football leagues, competing with sites like Yahoo. Integrating social media and sports, the company is now known to be one of the best DFS communities to hang out on.
A recent funding round means Sleeper can make plans to expand the game offerings on its platform and build a new feature called Wallet that will enable users to sync their preferred payment methods to the platform. There has been consistent growth for the platform since founding and it has successfully attracted a loyal user base.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 4 rounds)
Sep 2021
$40m
SERIES C
May 2020
$20m
SERIES B
Total funding: $67.3m
Company benefits
- 401k and health insurance
- Unlimited Vacations
- Regular virtual game-time with the team with company-sponsored snacks
- Company-sponsored fantasy leagues with real prizes
- Team outing every quarter and company retreat once a year
Company HQ
Beresford Park, San Mateo, CA
Articles
Leadership
Nan Wang
(CEO)After studying went on to become a Senior Analyst at Fidelity Investments, Representative for China Investment Corporation and Private Equity Investor at Neuberger Berman.
Henry Leung
(Co-founder)Worked as an Android Developer at Vevo, Senior iOS Developer at Dwell Media and Lead Mobile Engineer at Whil Concepts.
Ken Wang
(Co-founder)Previously worked as a NET Web Engineer at Genex/O’Grady Meyers, Senior C# Engineer at Decore-ative Specialties and UI Engineering Tech Lead (TV/Console Platform) at Vevo.
Weixi Yen
(Co-founder)Worked as a Software Engineer at Kabam and then went on to work through several roles at Storm8, most recently as an Engineering Manager.
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