Customer Success Associate, Sleeper
Fantasy sports app
Open for applications
Fantasy sports app
101-200 employees
Open for applications
101-200 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
- 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
- You will 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.
Through substantial funding, Sleeper is expanding the game offerings on its platform and in 2022, release a new feature called Wallet that enables users to sync their preferred payment methods to the platform.
There has been consistent growth for the platform since its founding and it has successfully attracted a loyal user base.
Steph
Company Specialist at Welcome to the Jungle
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
Paradise, NV
Leadership
Nan Wang
(CEO & Co-Founder)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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