Customer Success Associate

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� Description

• • Be the human face of Sleeper Technologies to millions of sports fans. As a Customer Success Associate you will own the end-to-end experience of every user who reaches out for help, turning frustrated moments into “wow” moments that keep them coming back season after season.
• • Own the Sleeper Picks support queue across email, in-app chat, Twitter, Instagram, TikTok DMs and Discord. You will craft clear, friendly responses in under five minutes during live games, ensuring no fan ever feels left on read when money or bragging rights are on the line.
• • Master the rules, payouts and edge cases of Sleeper Picks so thoroughly that you can explain a Same-Game Parlay to a first-time DFS player as easily as you can walk a veteran through a stat-correction reversal. You will maintain an internal knowledge base and update macros weekly so the entire team scales with you.
• • Detect, investigate and escalate potential fraud in real time. You will review deposits, withdrawals and suspicious line-up changes, partnering with Compliance to freeze accounts when necessary and release legitimate winnings fast enough to preserve trust.
• • Feed the product roadmap. Every bug report, feature request or piece of salty feedback you receive will be tagged, quantified and presented to Engineering, Product and Legal in a weekly Voice-of-Customer report that materially shapes the next sprint.
• • Champion new-user onboarding. You will design and deliver bite-sized tutorials, GIFs and FAQ articles that cut time-to-first-bet from hours to minutes, then measure the impact on activation and retention.
• • Work rotating shifts that mirror the sports calendar—Sunday NFL kickoff, Monday Night Football, March Madness, NBA playoffs—so our global community always has a real human to high-five or commiserate with.
• • Collaborate cross-functionally with Regulatory Ops, Fraud, Payments and Marketing to solve edge cases: Why did a withdrawal fail? How do we refund a voided prop? Can we run a promo in a new state tomorrow? Your input will decide the answer.
• • Track KPIs obsessively: first-response time, CSAT, NPS, fraud-loss rate and activation rate. You will present trends in a monthly slide deck that shows how support is driving revenue, not just cost.
• • Celebrate wins loudly. When a user screenshots a five-leg Sleeper Picks ticket that hits at +2500 odds, you’ll be the first to retweet it, reinforcing the brand love that makes Sleeper more than an app—it’s a community.

� Requirements

• • 1+ years of high-volume, multi-channel customer support experience (chat, email, social) in a tech, gaming or fintech environment
• • Demonstrated ability to write clear, on-brand messages under time pressure; grammar, tone and empathy must shine in every interaction
• • Availability for a 40-hour week that includes nights, weekends and major sporting holidays; shifts are published two weeks in advance
• • Comfortable navigating basic fraud-detection tools and reviewing financial transactions for KYC/AML red flags
• • Nice-to-have: working knowledge of Daily Fantasy Sports, sports betting terminology or regulated gaming compliance

️ Benefits

• • Competitive base salary benchmarked to 75th percentile for remote support roles in the U.S.
• • 100% company-paid medical, dental and vision insurance for you and 75% for dependents
• • 401(k) with 4% dollar-for-dollar match, immediate vesting
• • Fully remote setup—work from your couch or a beach chair—as long as you have reliable internet and can cheer loudly when a Sleeper Picks ticket cashes
• • Clear promotion path: top performers move into Senior Associate, Team Lead or Product Operations within 12-18 months