Customer Success Associate (Night Shift)

Sleeper Technologies, Inc.

Job Overview

Location

Remote, United States

Job Type

Full-time

Full Job Description

📋 Description

• Provide exceptional customer service to Sleeper Picks users via email, chat, and social media channels, demonstrating deep product and industry knowledge
• Respond to user complaints, requests, and inquiries in a timely and professional manner, applying conflict resolution and clear communication skills
• Serve as the front-line support for Sleeper Picks, a simplified Daily Fantasy Sports product focused on quick player selections and performance predictions
• Collect, analyze, and funnel user feedback on product functionality, usability issues, and feature requests to the product team for prioritization
• Assist in user onboarding by guiding new users through the Sleeper Picks platform and resolving initial setup or access issues
• Investigate and isolate root causes of bugs and technical issues reported by users, documenting findings for engineering and product teams
• Review player deposit and withdrawal transactions for signs of fraud, ensuring account integrity and compliance with regulatory standards
• Collaborate with Regulatory Operations, Compliance, and Fraud teams on ad hoc requests related to user interactions and DFS product policies
• Maintain accurate records of user interactions and support cases to ensure consistent service and audit readiness
• Work scheduled night shifts covering weeknights and weekends, with a required 5-day work week (40 hours) and availability for holidays and major sports events
• Act as a customer advocate by embodying empathy and a user-centric mindset in all interactions
• Support interdepartmental needs by providing real-time insights from user behavior to operations, fraud, and product teams
• Contribute to a small, high-impact team focused on connecting sports fans through innovative digital experiences

🎯 Requirements

• 2+ years of prior experience in a direct Customer Support or Customer Success role
• Excellent verbal and written communication skills for cross-departmental collaboration and user interaction
• Ability to work weeknights and weekends with 5-day weekly availability (40 hours), including holidays and major sports events

🏖️ Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance
• 401(k)
• Unlimited PTO
• Flexible working hours and remote work options
• Opportunities for career advancement

Skills & Technologies

Junior

Remote

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Sleeper Technologies, Inc.

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About Sleeper Technologies, Inc.

Sleeper Technologies operates a fantasy sports platform that combines league management with chat-based social interaction. The company offers season-long and daily fantasy games for NFL, NBA, college football and basketball, and esports, letting commissioners customize scoring, rosters and payouts. Its mobile-first interface integrates real-time messaging, trading, news alerts, and voice or video calls within each league, aiming to keep friends engaged year-round. Sleeper monetizes through optional premium cosmetics, league upgrade fees and sportsbook integrations while remaining free for core play.

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