DraftKings Inc. · 15 hours ago
Customer Experience Lead, Bilingual (Spanish/English)
Boston, MA
Full-time
Onsite
Mid, Senior Level
$26.92/hr - $33.65/hrDraftKings Inc. is a technology company that is shaping the future of customer experiences through innovation and AI. The Customer Experience Team Lead will manage a bilingual team, ensuring high-quality service delivery across various channels while driving continuous improvement in operations and customer satisfaction.
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Responsibilities
Manage customer support queues including email, chat, and social to ensure service level agreements are met for both English and Spanish speaking customers
Lead and support a team that delivers high quality, culturally aware customer experiences in a bilingual environment
Identify opportunities to improve operational efficiency, workflows, and service quality for internal teams and external customers
Provide comprehensive coaching, training, and constructive feedback to improve performance and support team members in achieving individual and team goals
Participate in and manage customer escalations, including collaborating with clients and internal partners to resolve complex cases in both English and Spanish
Serve as a subject matter resource for bilingual customer interactions, ensuring consistency, accuracy, and tone across channels
Qualification
Required
Bachelor's degree or equivalent work experience
Fluency in both Spanish and English written and verbal required
A strong passion for improving the customer experience, solving problems, and fostering a positive, inclusive team environment
Proven leadership skills with the ability to coach, motivate, and develop a high performing team
Strong organizational and time management skills, with the ability to prioritize multiple tasks in a fast paced environment
Intermediate PC skills, including working knowledge of spreadsheets and reporting tools
Must be at least 21 years of age due to state licensing requirements
Benefits
Bonus
Equity
Benefits
Company
DraftKings Inc.
It's simple, we believe life is more fun when you're in on the action.
Founded in 2012
1001-5000 employees
H1B Sponsorship
DraftKings Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (5)
2022 (38)
2021 (27)
2020 (27)
Funding
Current Stage
Public CompanyTotal Funding
$1.64BKey Investors
Michael JordanManhattan Venture Partners (MVP)Eldridge Industries
2025-03-04Post Ipo Debt· $600M
2024-06-06Post Ipo Equity· $324.04M
2020-09-02Post Ipo Equity
Leadership Team
Jason Robins
CEO and Co-Founder
Alan Ellingson
Chief Financial Officer
Recent News
2026-01-11
The Motley Fool
2026-01-09
Company data provided by crunchbase