• Own the front line of customer support across chat, email and video - resolving issues end-to-end with minimal hand-holding • Diagnose and troubleshoot complex technical issues, escalating to Product Engineering only when genuinely needed • Identify patterns in customer issues and turn them into process improvements, knowledge base content, and actionable insights for the wider team • Act as the connective tissue between Support, Sales, Product and Customer Success - ensuring nothing falls through the cracks • Help shape how we scale support as we grow, contributing to tooling decisions, workflow design and team playbooks

• Provide first-level technical support via phone, email, or in-person for hardware, software, and connectivity issues. • Install, configure, and maintain desktop and laptop computers, including operating systems and applications. • Troubleshoot and resolve issues related to printers, scanners, and other peripheral devices. • Assist with user account management, including password resets and access permissions. • Document incidents and resolutions accurately in the ticketing system. • Coordinate with vendors and escalate complex issues to higher-level IT staff when necessary. • Support IT initiatives such as hardware rollouts, software upgrades, and security compliance. • Maintain an up-to-date knowledge base and contribute to continuous improvement of support procedures.

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. The Crown Is Yours As a Customer Experience Specialist, you'll help deliver exceptional customer experiences by partnering closely with our vendors and internal teams. You'll support the day-to-day success of our outsourced operations, helping ensure customers receive consistent, high-quality support across every interaction. Working across Customer Experience, Shared Services, Analytics, Risk, and Technology teams, you'll solve operational challenges, identify opportunities for improvement, and drive performance that enhances the customer experience. What you'll do - Support the operational performance of Customer Experience vendors, helping ensure service level objectives, quality standards, and customer satisfaction goals are consistently achieved. - Serve as a key partner to vendor teams by resolving operational questions, coordinating cross-functional support, and helping remove obstacles that impact performance and the customer experience. - Review customer interactions, operational trends, and performance metrics to identify improvement opportunities, provide actionable feedback, and support continuous improvement initiatives. - Facilitate calibration sessions, performance reviews, associate huddles, and operational communications to reinforce quality expectations, share updates, and drive alignment across teams. - Support operational escalations and customer-impacting incidents by coordinating responses, monitoring emerging risks and performance trends, and partnering with stakeholders to drive timely resolution. What you'll bring - A Bachelor's Degree in Business, Communications, Operations, or a related field, or equivalent combination of education and professional experience. - Strong written and verbal communication skills with the ability to build effective relationships across internal teams and external partners. - Excellent analytical, critical thinking, problem-solving, and decision-making skills. - The ability to influence stakeholders and collaborate effectively in a matrixed environment without direct authority. - Experience managing multiple priorities while maintaining strong attention to detail in a fast-paced and evolving environment. - Proficiency with Microsoft Office applications, Google Workspace tools, and other business productivity platforms. - Flexibility and adaptability to navigate changing business priorities and operational needs. - A customer-first mindset with a passion for improving experiences, driving continuous improvement, and raising the bar for service excellence. Join Our Team 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. The US base salary range for this full-time position is 52,000.00 USD - 65,000.00 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

• Frontline Communication & Ticket Management • Omnichannel Ticket Management: Resolve support queues across calls, WhatsApp, Zoho IM, and Zoho Desk; maintain a < 5-minute First Response Time. • Proactive Post-Call Follow-Ups: Send a mandatory summarizing text to the parent/client after every call (successful or unsuccessful) to clear up ambiguity. • Overnight Coverage: Review and acknowledge all overnight inbound messages by a maximum cutoff time of 10:00 AM. • Schedules & Cancellations: Own the end-to-end coordination of make-up classes, actively tagging Session Monitors to assist during processing surges. • Live Session Monitoring & Rapid Recovery • Real-Time Class Audits: Track live schedules to ensure tutors and learners join on time. • Intervene in live session disruptions in < 3 minutes and execute emergency classroom migrations in < 10 minutes. • Student Absence Protocol: Execute the step-by-step absence checklist (calling parents, validating status, and administering the Cancellation & Make-Up Class Policy). • Tutor Compliance Follow-Ups: Monitor outstanding tutor session logs daily and issue mandatory completion reminders within timelines • Incident Documentation & Quality Assurance • Fixed Logging Format: Follow a strict "No Free-Style Comments" rule. Every incident must be documented as a NOTE and backed by a created TICKET detailing: Incident Type, Start Time, Root Cause, Responsible Party, Action Taken, and Session Recovery Status. • Shift Video Audits: Review and evaluate exactly two (2) pre-recorded sessions per shift to audit tutor strategy and classroom engagement. • Evidence-Based Reporting: Submit structured QA reports before shift deadlines containing clear timestamps and objective, data-driven conclusions.