Address
Form of work
SalaryDabble is an online Daily Fantasy Sports App, formed in 2023 and is embracing the scaleup journey. Our aim is to disrupt the game with a truly immersive socialized gaming experience designed to provide evolutionary entertainment to our players via genuine interaction and engagement. Our brand ethos, “share the experience”, means we believe in community and celebration - both in the app and in the office!
Dabble Culture
- Dress for your day so you can focus on what matters
- Switch up your office, work from home, work from wherever helps you to deliver
- Genuine, like-minded team of visionaries. We welcome ideas big and small!
- Scheduled focus time to encourage deep thought
- Each day is led through upholding our core Values: Fun, Celebratory, Community, Evolutionary
Title: Customer Service Agent
Department: Customer Operations - Service
Employment Type: Permanent full-time
Reports to: GM Customer Operations
Location: Austin, Texas
Direct Reports: None yet specified
Overview
A key member of the Operations team, the CS Agent ensures the success of the organisation by assisting and taking ownership in various key functions including Customer Service, QA, Payments, internal staff training and any RSG compliance obligations – whilst handling direct and escalated service contacts from customers through telephone, live chat and email. The CS Agent ensures a high level of accuracy, transparency, timeliness, and compliance in the day-to-day operations.
To be successful in this role, the CS Agent will require outstanding communication and interpersonal skills, the ability to prioritise workload, advanced knowledge of the Customer Service functions of a wagering organisation and be experienced with creating and reviewing training documents and employee training. You must be willing and able to work a rotating 7 day roster which will include weekend and night shifts when required.
Responsibilities:
- Ensure all required Customer Service activities are completed to Dabble’s high standard of customer communication, including the prompt support of customers via all channels (Live Chat, Email, Phone)
- Assist in the creation/implementation of CS policy/documentation for training of staff members
- Resolve any contest inquiries regarding sporting rules & account and billing inquiries
- Build effective relationships within the team/company
- Ensure the needs of the customer are always the primary focus
- Assist the wider company by fulfilling any ad hoc roles as may be required from time to time
- Assist in creation and settling of Fantasy entries/contests.
Skills & Qualifications:
- Experience in the gaming or Fantasy sports industry
- Experience in a Customer Service focused role
- Knowledge of Zendesk (Admin level) and its functions is desirable.
- Knowledge of US payments and banking systems
- Exceptional attention to detail and the ability to work well under pressure
- An analytical mind and inclination for problem solving
- A can-do attitude and ability to see the bigger picture!
Job Type: Full-time
Pay: $24.00 - $27.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Professional development assistance
- Work from home
Experience level:
- 1 year
- 2 years
- 3 years
- 4 years
- 5 years
Shift:
- Day shift
- Evening shift
- Morning shift
Weekly day range:
- Rotating weekends
Work setting:
- Call center
- Hybrid work
- Office
Application Question(s):
- What is your minimum expected wage for this role?
- Are you at least 21 years of age?
- Please describe your previous experience working in Daily Fantasy Sports, wagering, gaming or similar industries.
Experience:
- Daily Fantasy Sports (or similar): 1 year (Preferred)
- Customer Service: 2 years (Required)
- Zendesk: 2 years (Required)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Ability to Commute:
- Austin, TX (Preferred)
Ability to Relocate:
- Austin, TX: Relocate before starting work (Preferred)
Work Location: Hybrid remote in Austin, TX
