Social Engagement Supervisor Jobs

About Fanduel Group
There are more ways to win, here at FanDuel. We’re willing to bet on it.
THE ROSTER…
At FanDuel Group, we give fans a new and innovative way to interact with their favorite games, sports, and teams. We’re dedicated to building a winning team and we pride ourselves on being able to make every moment mean more, especially when it comes to your career. So, what does “winning” look like at FanDuel? It’s recognition for your hard-earned results, a culture that brings out your best work—and a roster full of talented coworkers. Make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From creative professionals to cutting-edge technology innovators, FanDuel offers a wide range of career opportunities, best-in-class benefits, and the tools to explore and grow into your best self. At FanDuel, our principle of “We Are One Team” runs through all our offices across the globe, and you can expect to be a part of an exciting company with many opportunities to grow and be successful.
Who We Are…
FanDuel Group is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the United States, FanDuel Group consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media.
FanDuel Group has a presence across all 50 states with approximately 17 million customers and nearly 30 retail locations. The company is based in New York with offices in California, New Jersey, Florida, Oregon, Georgia, Portugal, Romania and Scotland.
Its network FanDuel TV and FanDuel+ are broadly distributed on linear cable television and through its relationships with leading direct-to-consumer OTT platforms.
FanDuel Group is a subsidiary of Flutter Entertainment plc, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and a constituent of the FTSE 100 index of the London Stock Exchange.
THE POSITION:
Our roster has an opening with your name on it
We’re looking for an operational leader help coach FanDuel’s social media support team to victory. This Supervisor will be responsible for growing and supporting a team of frontline agents dedicated to engaging with FanDuel customers across all social media platforms and FanDuel products. In this role, you will be tasked with delivering experiences over social media that are not just industry-leading, but truly wow and excite the social sports fan during the moments that matter. This Supervisor will be leading a team representing the FanDuel brand in both public and private conversations, so he or she is expected to embody the FanDuel principles and serve as a trusted mentor to others – ensuring we live up to our brand standards. He or she will be an advocate for our customers, helping our them find solutions to their needs with minimal friction, as well as an advocate for our frontline agents to make sure their voice is heard, and they are best equipped to deliver excellent service.
THE GAME PLAN:
Everyone on our team has a part to play

• Assume additional responsibilities during periods of high volume and as assigned or requested.
• Conduct performance appraisals and develop employee improvement plans
• Train agents on standard policies and procedures, while coaching them to think creatively and passionately about ways in which we can make every user interaction meaningful and provide the best gaming experience possible
• Represent the voice of our customer, providing user insights and trends to all areas of the business including Product, Marketing, and Operations
• Serve as a subject matter expert on our internal systems; help to review accounts, troubleshoot bugs, and resolve issues
• Work closely with cross-functional partners in Marketing and Operations to ensure FanDuel delivers timely operational messages to our customers, in the appropriate tone and voice for our brand
• Identify opportunities for operational improvements and develop solutions
• Assist with team recruitment and onboarding process.
• Responsible and accountable for team’s performance, including analyzing Social KPIs to ensure required support volume and quality of interactions are met
• Quarterback escalated, complex, and time-sensitive issues, making sure they are escalated to the proper channels when necessary
• Coach, manager and develop customer operations agents and leads responding to our growing community of avid sports fans through social media channels ensuring all issues and inquiries are rapidly resolved to maximize customer satisfaction and strengthen FanDuel’s brand reputation
• Be a master of the FanDuel brand voice and digital media etiquette, coach others to support our brand in a highly public channel
• Work cross-functionally with other departments to support various business needs

THE STATS:
What We're Looking For In Our Next Teammate

• Proficiency utilizing ticketing/CRM software, such as Salesforce or ZenDesk
• Ability to work in a fast-paced, ever changing working environment with a lot of ambiguity
• Preferred:
• Proficiency in data gathering and analysis
• History of building and managing large, high performing agent teams – both virtual and non-virtual
• Empathy, curiosity, humility and flexibility
• Thorough knowledge of sports and gaming and FanDuel products
• Minimum of 3 years of experience in a customer facing role
• Experience delivering customer support via social media and social media management platforms such as Social Studio, Khoros, or Sprinklr
• Excellent communication skills with an emphasis on writing
• Associates or Bachelor’s degree in a related field
• Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies
• Availability to work flexible hours that include nights and weekends
• A passion for mentoring and inspiring others to reach their full potential with 1+ years of direct experience
• Strong operational mindset, with a proven ability to persevere, problem-solve, and think creatively while focusing on overall quality of work

PLAYER CONTRACT:
We treat our team right

• Flexible vacation allowance to let you refuel
• Hall of Fame benefit programs and platforms
• Mentorship and professional development resources to help you refine your game
• Opportunities to build really cool products that fans love
• From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give. Competitive compensation is just the beginning. As part of our team, you can expect: An exciting and fun environment committed to driving real growth

FanDuel Group is an equal opportunities employer and we believe, as one of our principal states, “We Are One Team!” We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included. We want our team to include diverse individuals because diversity of thought, diversity of perspectives, and diversity of experiences leads to better performance. Having a diverse and inclusive workforce is a core value that we believe makes our company stronger and more competitive as One Team!
The applicable salary range for this position is $50,000 to $68,200 which is dependent on a variety of factors including relevant experience, location, business needs and market demand. This role may also be eligible for short-term or long-term incentive compensation.