FanDuel · 23 hours ago

Social Engagement Specialist

Remote US

Full-time

Remote

Entry Level

$19.71/hr - $26.97/hr

1+ years exp

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Responsibilities

Serve as part of a collaborative team using social media channels (Twitter, Facebook, etc…) to rapidly resolve issues, protect FanDuel’s brand, and deliver industry-leading experiences to our growing community of avid sports fans

Function as a subject matter expert for players regarding all FanDuel products and promotions, including Sportsbook, Casino, Fantasy, Racing, and free to play contests

Utilize creativity and passion to personalize customer experiences and represent the FanDuel brand while correctly utilizing appropriate style guidelines

Serve as a frontline resource for recognizing product or customer issues, responsible gaming concerns, system outages, or fraud attempts. Utilize appropriate tools, critical thinking, and solid judgment to triage situations with large impact, and escalate as appropriate

Provide support for fraud and payment inquiries (ATO, MM NoC, Unauthorized Login, Chargebacks, etc.)

Respond to product reviews left by our customers, and provide basic technical assistance when required

Use technical ability to master internal admin systems, review accounts, troubleshoot bugs, and resolve issues

Help represent the voice of the customer by compiling and sharing user insights and trends to all areas of the business including product, marketing, and operations

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer service experienceSocial media proficiencyTechnical assistance experienceCRM software proficiencyPayment processing experienceSports wageringOperational mindsetCuriosity for FanDuel productsSocial media managementAccounting experienceLoss prevention experience

Required

Minimum of 1 year of full-time professional experience in a customer service or sales focused position

Minimum of 6 months supporting online sports gaming or casino products

Availability to work flexible hours that include nights and weekends

Excellent written communication skills

Familiarity with social media platforms, functionality, and communication styles

Strong operational mindset, with a proven ability to persevere, problem-solve, and think creatively while focusing on overall quality of work

Ability to actively listen to what others have to say and restate information to ensure understanding

Strong multi-tasker with excellent time management

Team oriented with great communication skills

Curiosity and willingness to become a subject matter expert across FanDuel products (including, but not limited to: DFS, sports betting, casino, Canada, racing, fraud, and payments)

Licensure: Must be able to pass and maintain regulatory licensing requirements as mandated by state racing and gaming bodies.