Expression of Interest: Customer Service Agent - Congress Ave Austin, US, United States

In the US, Dabble is an innovative Daily Fantasy Sports app, launched in 2023 and on an exciting scale-up journey. Backed by the success of our Australian sportsbook, Dabble is revolutionizing the industry by delivering a unique and immersive community-based experience.  · Unlike ...

Job description

In the US, Dabble is an innovative Daily Fantasy Sports app, launched in 2023 and on an exciting scale-up journey. Backed by the success of our Australian sportsbook, Dabble is revolutionizing the industry by delivering a unique and immersive community-based experience. 

Unlike traditional DFS apps, Dabble combines social media elements with daily fantasy, offering a newsfeed similar to Instagram or Twitter, where users can follow other players (including friends, ex-athletes and celebrities) and copy their bets with ease. Our mission is clear: to lead the charge in creating a social gaming experience like no other, where cutting-edge entertainment meets real connection and engagement.

Dabble US HQ is located in Austin, Texas, but our remote-first culture means our team thrives across the country. We're passionate, we're driven, and we're on the lookout for the next Dabbler

Dabble Culture

• Wear what makes you comfortable so you can concentrate on what's important

• Whether it's from home or elsewhere, choose the setting that best supports your productivity

• Collaborative, open-minded team. We value both big and small ideas

• Each day is led through upholding our core Values: Fun, Celebratory, Community, Evolutionary and Focus

Dabble Perks

• Three weeks of paid vacation leave per year

• Two weeks of paid sick leave per year

• 401k matching up to 200%*

• Health insurance*

• Unpaid time off available

• Paid parental leave available

• Dabble Day Dividend: all Dabblers split the day's revenue evenly on our birthday each year. You share the workload, why shouldn't you share the reward?

Overview
A key member of the Operations team, the Customer Service (CS) Agent (US) supports the success of the organization by assisting and taking ownership in various key functions including Customer Service, QA, Payments, internal staff training and any RG compliance – whilst handling direct and escalated service contacts from customers through telephone, live chat and email. The CS Agent ensures a high level of accuracy, transparency, timeliness, and compliance in the day-to-day operations. 

To be successful in this role, the CS Agent (US) will require outstanding communication and interpersonal skills, the ability to prioritize workload, advanced knowledge of the Customer Service functions of a wagering organization and be experienced with creating and reviewing training documents and employee training. You must be willing and able to work a rotating 7-day roster which will include weekend and night shifts when required. 

Responsibilities

• Ensure all required customer service activities are completed to Dabble's high standard of customer communication, including the prompt support of customers via all channels (Live Chat, Email, Phone) 

• Assist in the creation/implementation of CS policy/documentation for training of staff members 

• Resolve any contest inquiries regarding sporting rules & account and billing inquiries 

• Build effective relationships within the team/company 

• Ensure the needs of the customer are always the primary focus 

• Assist the wider company by fulfilling any ad hoc roles as may be required from time to time 

• Assist in creation and settling of Fantasy entries/contests 

Skills & Qualifications

• Experience in the gaming or Fantasy sports industry 

• Experience in a Customer Service focused role 

• Deep understanding of ticket management system functions 

• Knowledge of US payments and banking systems 

• Outstanding communication and interpersonal skills  

• Able to work a rotating 7-day roster which will include weekend and night shifts when required.  

• Exceptional attention to detail and the ability to work well under pressure 

• An analytical mind and inclination for problem solving 

• A can-do attitude and ability to see the bigger picture  

Are you a Dabbler?

A person's attitude is key, as the right individual will learn quickly and bridge any skill gaps. A Dabbler is a team player, eager to share and learn from colleagues. In our remote-first workplace, a collaborative approach is essential for empowering and developing each team member (for example, we value open communication through public channels on Slack for problem-solving and brainstorming).

A Dabbler maximizes their autonomy and enjoys contributing to the Dabble community. We understand that a fulfilling life extends beyond work, and we encourage our employees to prioritize self-care and well-being. This means taking breaks when needed, setting boundaries, and seeking support when facing challenges. We are committed to creating a safe environment where individuals feel comfortable discussing their wellbeing and accessing resources when necessary.

We hold a high regard for our peers – every idea is valued. We encourage you to think creatively, be bold, and aim to continuously set higher standards. Dabble originated from sharing ideas and continues to grow in this spirit. Dabble supports the empowerment of individuals at all levels of experience and seniority to take ownership of their work and confidently share their insights.

Remuneration

The advertised salary for this position is $45,000 USD - $55,000 USD + benefits with room to be flexible.

Primary Location

Our preference is for this role to be based in Austin, Texas. For the right candidate we would consider a fully remote position, however you would need to be based in one of the following states: Texas, Nevada, Colorado, North Carolina, Florida, Illinois, New York, Connecticut, Pennsylvania.