Customer Support Agent

ABOUT FANDUEL

FanDuel Group (“FanDuel") is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the United States, FanDuel consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media.

FanDuel has a presence across all 50 states with approximately 17 million customers and 28 retail locations. FanDuel is based in New York with offices in New Jersey , Georgia, California, Oregon, Canada and Scotland.

Its networks FanDuel TV and FanDuel+ are broadly distributed on linear cable television and through its relationships with leading direct-to-consumer over-the-top platforms.

FanDuel Group is a subsidiary of Flutter Entertainment plc, the world’s largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).

THE ROSTER

At FanDuel, we give fans a new and innovative way to interact with their favorite games, sports and teams. We’re dedicated to building a winning team and we pride ourselves on being able to make every moment mean more, especially when it comes to your career. So, what does “winning” look like at FanDuel? It’s recognition for your hard-earned results, a culture that brings out your best work—and a roster full of talented coworkers. Make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From creatives professionals to cutting edge technology innovators, FanDuel offers a wide range of career opportunities, best in class benefits, and the tools to explore and grow into your best selves. At FanDuel, our principle of “We Are One Team” runs through all our offices across the globe, and you can expect to be a part of an exciting company with many opportunities to grow and be successful.

THE POSITION
Our roster has an opening with your name on it

We are seeking Customer Service Game Changers with an acute, customer centric mindset, to support the players of the Number 1 Sportsbook in the US.

The ideal candidate will have previous iGaming experience, be passionate about sports and possess the ability to adapt to and embrace any challenge and opportunity presented to them.

THE GAME PLAN
Everyone on our team has a part to play

1. Customer Support:

• Respond promptly and professionally to customer inquiries via various channels including live chat, email, and phone.
• Assist customers with account-related queries, betting and promotion inquiries, and technical issues.
• Provide explanations on betting options and outcomes, odds, promotions, and policies.

2. Problem Resolution:

• Investigate and resolve customer complaints or issues efficiently and effectively.
• Escalate complex problems to higher-level support or management when necessary.
• Follow up with customers to ensure satisfactory resolution of issues.

3. Product Knowledge:

• Maintain a deep understanding of our sports betting platform, including available sports, markets, and features.
• Stay updated on sports events, odds changes, and industry trends.
• Educate customers on how to navigate the platform, place bets, and utilize features effectively.

4. Compliance and Responsible Gaming:

• Adhere to regulatory requirements and company policies related to responsible gaming and customer verification.
• Identify and report any suspicious activities or potential compliance issues.
• Assist customers with setting limits, self-exclusion, and accessing responsible gaming resources.

5. Ability to work a flexible schedule, I.e., holidays, weekends, evenings, and overnight in addition to large sporting events (Super Bowl, Kentucky Derby, March Madness) as needed.

• Please note that employment in this role is contingent upon the successful candidate obtaining gaming licenses for certain jurisdictions.
• This licensing process includes comprehensive background checks by the state gaming commission, encompassing criminal records, financial history, and personal background verification, to ensure compliance with state gaming regulations
• Candidate must comply with and support the company’s responsible gambling policies, procedures, and initiatives.

THE STATS
What we’re looking for in our next teammate

• Minimum 12 months Customer Service experience in the Sports Betting industry
• Strong knowledge of sports and betting terminology, including various types of bets and odds formats.
• Excellent communication skills, both verbal and written.
• Ability to adapt and deliver in a fast-paced environment.
• Strong problem-solving abilities and attention to detail.
• Familiarity with customer service software and CRM systems.
• Willingness to work flexible hours, including evenings, weekends, and holidays.
• Commitment to upholding responsible gaming practices and compliance standards.

If you are passionate about sports and have a strong customer service background with experience in sports betting, we invite you to apply for this exciting opportunity. Join us in delivering exceptional service and enhancing the betting experience for our customers.

PLAYER BENEFITS
We treat our team right

From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give. Competitive compensation is just the beginning. As part of our team, you can expect:

• An exciting and fun environment committed to driving real growth
• Opportunities to build really cool products that fans love
• Mentorship and professional development resources to help you refine your game
• Be well, save well and live well - with FanDuel Total Rewards your benefits are one highlight reel after another 

FanDuel is an equal opportunities employer and we believe, as one of our principal states, “We Are One Team!”  We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or another other characteristic protected by state, local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included.  We want our team to include diverse individuals because diversity of thought, diversity of perspectives, and diversity of experiences leads to better performance.  Having a diverse and inclusive workforce is a core value that we believe makes FanDuel stronger and more competitive as One Team!

#LI-Hybrid