• Deliver high-volume live customer support for contest participants through email and the live chat feature using Zendesk and Intercom.

• Manage support requests and escalate them to the appropriate departments as needed.

• Monitor critical site issues and escalate them through the proper channels to ensure prompt resolution.

• Address contest inquiries related to sporting rules, as well as account and billing questions from users.

• Requests may include: verifying user identities during sign-up, addressing gameplay inquiries, checking the status of withdrawals, and more.

• A minimum of 2 years of experience in a customer support or operations role, preferably in sports, technology, or start-ups.

• Proven track record of managing high-stakes, time-sensitive customer inquiries with empathy and professionalism.

• A strong knowledge and passion for sports, sports gaming, and technology are essential.

• Familiarity with online gaming fraud, payment systems, gaming tools, and reporting is highly preferred.

• Demonstrated curiosity and initiative in utilizing AI tools to enhance the speed, clarity, and quality of work.

• Capability to work independently, prioritize tasks effectively, and make informed decisions in a fast-paced remote setting.

• Must reside within one of the following time zones: EST, CST, MST, or PST.

• Experience with customer support tools such as Zendesk and Intercom is required.

• Exceptional written communication skills.

• A collaborative, team-oriented approach.

• Reliable internet connection is essential.

• Flexible scheduling options.

• Contract-to-hire opportunity for U.S. candidates or international consultancy for those outside the U.S.

• Compensation aligned with competitive local market rates for this role and level of experience.

Customer Support Representative

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