DraftKings Inc. Is Hiring A Customer Experience Lead

Join DraftKings as a Bilingual Customer Experience Team Lead! 🎯

At DraftKings, AI is at the core of our innovation, shaping the future of customer engagement and operational excellence. We’re seeking a passionate leader to guide our bilingual support team, delivering outstanding experiences and driving continuous improvement.

The Crown Is Yours 👑

As a Customer Experience Team Lead, you will manage and mentor a dedicated team, influencing customer interactions across email, chat, and social media platforms. Your focus will be on delivering exceptional service to both English and Spanish-speaking customers, ensuring operational workflows are efficient and effective. You’ll spearhead process evaluations, implement improvements, and foster a high-performing, culturally aware team dedicated to creating memorable customer experiences.

What You’ll Do 📝

• Manage support queues for email, chat, and social media to meet service level agreements for bilingual customers.
• Lead and support a team delivering high-quality, culturally sensitive customer experiences in a bilingual environment.
• Identify opportunities to enhance operational efficiency, workflows, and service quality for internal and external stakeholders.
• Coach and develop team members through training, feedback, and performance management to foster growth and achievement.
• Handle escalations, collaborating with clients and internal teams to resolve complex cases in both English and Spanish.
• Serve as a subject matter expert ensuring consistency, accuracy, and professionalism in all bilingual customer interactions.

What You’ll Bring 🎯

• Bachelor’s degree or equivalent work experience.
• Fluency in English and Spanish—both written and verbal.
• Passion for customer experience, problem-solving, and fostering an inclusive team environment.
• Proven leadership skills to motivate, coach, and develop high-performing teams.
• Strong organizational skills with the ability to prioritize in a fast-paced setting.
• Intermediate PC skills, including familiarity with spreadsheets and reporting tools.
• Minimum age of 21 due to licensing requirements.

Join Our Team 🚀

DraftKings is a publicly traded company (NASDAQ: DKNG) headquartered in Boston, committed to responsible gaming and innovation. As a regulated gaming operator, you may need to obtain a state gaming license; we will support you through this process if applicable.

The salary for this full-time role in the U.S. ranges from $26.92 to $33.65 per hour, plus bonuses, equity, and benefits. Pay ranges are determined by role, experience, and location. Your recruiter will share specific details during the hiring process. Please note, in Massachusetts, it is unlawful to require or administer lie detector tests for employment purposes. Violations may lead to criminal and civil penalties.