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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support and account management, with a strong focus on resolving user inquiries and enhancing customer communication through data-driven insights. Proficient in handling payment processes and familiar with online gaming and sportsbook tools.
Highest-signal resume keywords
Customer Support ExperienceKnowledge of Online Gaming FraudExperience with Payment ProvidersStrong Verbal and Written CommunicationDetail Oriented
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account InvestigationsData-Driven Decision MakingPayment ProcessingIssue ResolutionDue Diligence Investigations
Soft Skills
EmpathyMultitaskingOrganizational SkillsInterpersonal SkillsFlexibility
Tools & Technologies
Customer Support ToolsIntercomMobile Application SupportAdmin Tools
Industry Keywords
Online GamingSportsbookUser InsightsCustomer OperationsPayments
About the role
Key responsibilities & impact- Support and resolve user issues and inquiries in a professional and timely manner
- Use email and chat to resolve issues and inquiries and deliver outstanding support
- Capture user insights and trends to inform product, marketing, and operations enhancements
- Monitor critical site issues and escalate them through proper channels
- Review and approve player deposits and withdrawal requests
- Review accounts for potential irregularities and conduct basic account investigations
- Conduct due diligence investigations based on internal processes
- Resolve bet and contest inquiries regarding sporting rules, account, and billing issues
- Provide technical assistance to fans using the mobile application
- Use internal admin tools, review accounts, identify trends, and resolve issues
- Split time between Customer Operations and Payments teams based on business needs
- Support users in real time during high-volume sports schedules
Requirements
What you’ll need- 2+ years’ experience in customer focused role
- Detail oriented with the ability to make data-driven decisions to improve customer communication performance
- Knowledge of online gaming fraud, payments, gaming and sportsbook tools, systems and reports are highly preferred
- Experience with payment providers (PayPal, Online Banking, card processing)
- Experience working with Customer Support tools like intercom etc.
- Strong verbal, written, and interpersonal skills with the ability to communicate clearly and effectively
- Ability to listen attentively to user needs and concerns; demonstrate empathy and build rapport
- Ability to multitask efficiently and effectively
- Self-motivated with excellent organizational skills, the ability to be flexible, & prioritize responsibilities
- Must be open to working nights, weekends, and holidays
- Lifelong, passionate sports fan with a deep understanding of how to engage fans (bonus points)
Benefits
Comp & perks- Equal employment opportunity protections regardless of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression