Customer Support Representative

Responsibilities

• High volume live Customer Support for contest entrants via email and live chat feature - Zendesk and Intercom
• Handling support requests and escalating them to the appropriate parties
• Monitor for critical site issues and escalate to the proper channels to ensure a speedy resolution
• Resolve contest inquiries regarding sporting rules & account and billing inquiries from users
• Requests include: verifying user identities during sign-up, gameplay questions, the status of withdrawals, and more

Qualifications

• 2+ years of experience in a customer support or operations role (sports, tech, start-up, a plus)
• Proven ability to handle high-stakes, time-sensitive customer inquiries with empathy and professionalism, particularly in real-money or high-engagement environments
• Knowledge of and enthusiasm for sports, sports gaming, and technology are a must
• Knowledge of online gaming fraud, payments, gaming tools, systems, and reports is highly preferred
• Demonstrated curiosity and initiative in using AI tools to improve speed, clarity, and quality of work.
• Ability to work autonomously, prioritize effectively, and make sound decisions in a fast-paced remote environment
• Must be located in one of the following time zones: EST, CST, MST, or PST
• Experience working with Customer Support tools like Zendesk and Intercom
• Outstanding written communicator
• Collaborative, team-oriented mindset
• Strong internet connection and reliability

This role is not for you if:

• You prefer a steady state job where priorities rarely change.
• You want highly detailed instructions before starting work.
• You are uncomfortable owning deadlines and accuracy without close oversight.
• You do not enjoy improving processes, documentation, and structure where gaps exist.