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Betr, founded in 2022, operates the world's first real money gaming super app with products including Picks, Social Sportsbook, Social Casino, and Arcade, plus upcoming Prediction Markets. The company has one million paying users and is one of the fastest-growing companies in the gaming industry.
The Customer Operations Associate will support Betr's growing user base by ensuring best-in-class customer experience across product, content, and payment operations. The role splits time between the Customer Operations Team and Payments Team based on business needs. Team members must be flexible with scheduling, including nights, weekends, and holidays to support users during high-volume sports schedules.
Key Responsibilities:
- Support and resolve user issues and inquiries via email and chat, exceeding expectations for outstanding support
- Capture user insights and trends to inform product, marketing, and operations enhancements
- Monitor for critical site issues and escalate appropriately for speedy resolution
- 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 issues, and billing questions
- Provide technical assistance for mobile application issues
- Use internal admin tools to review accounts, identify trends, and resolve issues with strong attention to detail
Requirements:
- 2+ years of experience in a customer-focused role
- Detail-oriented with ability to make data-driven decisions to improve customer communication performance
- Strong verbal, written, and interpersonal skills with clear, effective communication
- 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, flexibility, and ability to prioritize responsibilities
- Experience with customer support tools (e.g., Intercom) preferred
- Experience with payment providers (PayPal, Online Banking, card processing) preferred
- Knowledge of online gaming fraud, payments, gaming and sportsbook tools, systems, and reports highly preferred
Bonus: Passionate sports fan with deep understanding of fan engagement.
