Support Operations Associate

At DraftKings, AI is becoming an integral part of both our present and future, powering how work gets done today, guiding smarter decisions, and sparking bold ideas. It’s transforming how we enhance customer experiences, streamline operations, and unlock new possibilities. Our teams are energized by innovation and readily embrace emerging technology. We’re not waiting for the future to arrive. We’re shaping it, one bold step at a time. To those who see AI as a driver of progress, come build the future together.

Shape the future of Support Operations as part of a fast-moving team supporting one of the most recognized sports brands in the US. As a Support Operations Associate, you’ll drive day-to-day execution by ensuring site content, promotions, and betting experiences run seamlessly across platforms and states. You’ll collaborate with Customer Experience, Trading, and Marketing teams to solve complex challenges and maintain high standards of accuracy and responsiveness.

• →Support the Sportsbook, Predictions, and iGaming Promotions teams in triaging and resolving second-line customer issues, working closely with Customer Experience and Operations to improve processes.
• →Ensure that site content, promotions, betting events, and betting odds are presented and merchandised as expected.
• →Support and collaborate with other parts of the business, such as Operations, Trading, Customer Experience, and Marketing teams, to help proactively diagnose and solve questions from our customers.
• →Run processes to support quality assurance, problem escalation, and competitor tracking.
• →Become an expert in using our internal marketing and bonus tools; always looking to optimize processes and tools to enable flawless execution across multiple apps and states.

• At least 1 year of experience in online gaming or a relevant online B2C environment with a strong focus on customer needs and experience.
• Detail-oriented and analytical attitude, with the flexibility to adapt to shifting priorities and drive results in a fast-paced environment.
• Experience with digital marketing operation tools and a demonstrated ability to rapidly learn and master new tools.
• Flexibility to work on shifts including nights and weekends - due to the nature of the sporting calendar, this position will regularly include evening and weekend shifts, which include five days of work with two days off.
• An understanding of the Sportsbook, Predictions and iGaming industry would be considered an advantage.
• The ability to become licensed through applicable regulatory agencies.

We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don’t worry, we’ll guide you through the process if this is relevant to your role.