Customer Operations Trainer

Atlanta, GA

About Fanduel Group

FanDuel Group is a world-class team of brands and products all built with one goal in mind — to give fans new and innovative ways to interact with their favorite games, sports, teams, and leagues. That’s no easy task, which is why we’re so dedicated to building a winning team. And 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 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.

FanDuel Group is based in New York, with offices in California, New Jersey, Florida, Oregon and Scotland. Our brands include:

  • FanDuel — A game-changing real-money fantasy sports app
  • FanDuel Sportsbook — America’s #1 sports betting app
  • TVG — The best-in-class horse racing TV/media network and betting platform
  • FanDuel Racing — A horse racing app built for the average sports fan
  • FanDuel Casino & Betfair Casino — Fan-favorite online casino apps
  • FOXBet — A world-class betting platform and affiliate of FanDuel Group
  • PokerStars — The premier online poker product and affiliate of FanDuel Group


Our roster has an opening with your name on it

We're looking for a Trainer who will be responsible for training of customer facing teams. This position is responsible for maintaining and updating all training materials used by the customer service teams supporting all FanDuel Group operations. Candidate will provide initial and ongoing trainings to include processes, tool updates, responsible gaming awareness, betting rules, and soft skills trainings. Candidate will work closely with quality assurance leads to establish SLAs and provide feedback to management on areas of success and challenges.


Everyone on our team has a part to play

  • Facilitate customer service new employee training
  • Create and deliver ongoing trainings to keep team updated on procedures and product
  • Own projects, processes and curriculum pertaining to training and is passionate about agent improvement
  • Analyze data from calls, chats and emails to assess gaps in learning and apply appropriate measures to drive progress in training enhancement
  • Develop benchmarks, or scorecards to report the effectiveness of trainings
  • Develop and deliver multi-mode communication that convey a clear understanding of the unique needs of different audiences
  • Lead and support Customer Operations through the training of Customer Service
  • Must maintain working knowledge of all policies and procedures
  • Provide timely reporting to Management
  • Opportunity to mentor junior members of the customer operation teams
  • Additional responsibilities as assigned or requested


What we're looking for in our next teammate

  • 2+ years in a training or customer service lead role essential
  • Associates or Bachelor’s degree preferred
  • Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies
  • Experience collaborating across various organizations to meet business needs
  • Effective communication skills
  • Prove customer service skill set
  • Technical Competencies in the following
  • Process Design
  • Project Management
  • Excellent problem-solving skills
  • Business Analysis
  • Stakeholder Management
  • Communicating and Influencing
  • Ability to work in a flexible and agile work environment
  • Knowledge and understanding of the sports and online gaming industry


We treat our team right

Competitive compensation is just the beginning. As part of our team, you can expect:

  • An exciting and fun environment committed to driving real growth
  • Opportunities to build really cool products that fans love
  • Mentorship and professional development resources to help you refine your game
  • Flexible vacation allowance to let you refuel
  • Hall of Fame benefit programs and platforms

FanDuel Group is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and value everyone as individuals. We don't tolerate bias, judgement or harassment. Our focus is on developing employees so that they reach their full potential.

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