Underdog Fantasy
Underdog Fantasy is a company specializing in fantasy sports and sports betting. Despite the technical issue mentioned in the text, it provides a platform where users can engage in fantasy sports contests, draft teams, and potentially win prizes based on the performance of real-world athletes. The company's focus is on providing a fun and competitive experience for sports fans who want to test their skills and luck in fantasy leagues and sports-related betting.
sports • gaming • fantasy
Customer Support Manager
March 20
Underdog Fantasy
Underdog Fantasy is a company specializing in fantasy sports and sports betting. Despite the technical issue mentioned in the text, it provides a platform where users can engage in fantasy sports contests, draft teams, and potentially win prizes based on the performance of real-world athletes. The company's focus is on providing a fun and competitive experience for sports fans who want to test their skills and luck in fantasy leagues and sports-related betting.
sports • gaming • fantasy
📋 Description
• Lead and enhance the performance of the customer support team, focusing on both day-to-day operations and long-term growth. • Optimize workflows, collaborate with senior leadership and other departments, and provide actionable insights to improve customer satisfaction and team efficiency. • Drive innovation through data-driven tests and proactively address customer pain points before they escalate. • Oversee the management of risk, including large-scale outages and high-impact customer issues, ensuring quick resolution and identifying patterns to minimize recurring issues. • Work cross-functionally with Product, Operations, Marketing, and CRM teams to improve the overall customer journey. • Create and present strategic reports to senior leadership, translating data into actionable insights.
🎯 Requirements
• 3-5+ years of experience in customer service management or a similar role. • Strong leadership and coaching skills, especially in mentoring team leads. • Proven ability to optimize workflows, improve operational efficiency, and implement scalable solutions. • Excellent communication and stakeholder management skills, with the ability to collaborate across multiple departments. • Availability to work weekends to ensure consistent team support.
🏖️ Benefits
• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season) • 16 weeks of fully paid parental leave • A $500 home office allowance • A connected virtual first culture with a highly engaged distributed workforce • 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents
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