Customer Experience

**Overview**

This role is a great opportunity for someone that wants to help build the best CX department in a company that is fast becoming the biggest sportsbook in the world

**About FanDuel**

FanDuel is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. We are the premier gaming destination in the United States with a growing presence here in Australia. The company is based in New York but has offices in Melbourne (alongside our Sportsbet counterparts), California and New Jersey.

FanDuel is a subsidiary of Flutter Entertainment, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).

**The Role**

Key responsibilities include:

- The first point of contact for any real time settlement issues / queries we might encounter throughout the day
- Enhancing the process end-to-end whilst being across changes in the regulatory space
- Develop and manage valuable reporting functions including CS pain points, frequently occurring query types (dispute, delay etc.)
- Influencing key stake holders for meaningful with the ever-expanding R&T and CXO teams located in Dublin and the US.
- Owning the error resolution process (compiling wagers, voiding wagers, compliance incident reports, CS comms and error reports)
- Understanding the US betting landscape so we can guarantee accurate & efficient resolutions for all stakeholders.
- Identify root causes of issues and coordinate with risk and trading team

The FanDuel team at Sportsbet adopt a flexible 5 day working week policy based on customer needs to ensure a great work-life balance for our staff, however there is a requirement for weekend work (which can be done from home). Shifts will generally fall between 7am - 6.00pm (either 7am to 3pm or 10am to 6pm).

**About You**

We need our CX team to be customer obsessed, so you’ll need to put yourself in the shoes of the customer to ensure that the journey they experience when using our products is seamless from start to finish.

We are looking for some who has:

- An ‘ownership mentality’. In a newly formed team, we’re looking for someone who can take responsibility and be accountable to see a task through to completion.
- Excellent communication skills (both written and verbal). The CX team will be in direct contact over various platforms with multiple teams.
- Ability to prioritise & multi-task with excellent attention to detail.
- Solid understanding of excel and data

**The Perks**

We work hard and play hard, so along with a competitive salary and generous performance-based bonus, here’s some of our other perks:

- 25 days annual leave (that’s right, a whole extra week)
- Genuine flexible working policy with a $800 work from home office allowance
- Weekly concierge service including free massages, manicure/nail appointments - all onsite
- Daily fresh fruit, free breakfast, sparkling water and Kombucha on tap in the office (did we mention we have a bar fridge for Thursday night drinks?)
- Development budget to send you to conferences, events, courses and other learning opportunities.
- End of trip facilities with an onsite table tennis and pool table
- Access to our Employee Assistance Program and a Circle In membership
- Industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers and no wait time. We also have a progressive return to work benefit for your first 6 months back: come back for 3 days, get paid for 4; come back for 4 days, get paid for 5.