Operations Associate, Casino & Sports

About the role

This Operations Associate role at Magic Eden focuses on supporting players within a crypto-enabled sportsbook. The core responsibility involves providing high-quality customer support, addressing a range of issues from bet settlements and payment processing (deposits, withdrawals) to promotional credits and general platform inquiries. The role requires a detailed understanding of sports wagering mechanics and bet types to effectively assist players.

The position involves troubleshooting account matters and helping players understand bet types and settlement rules. Success in this role means ensuring a seamless gaming experience for players by quickly and effectively resolving their issues. This also includes monitoring player sentiment and identifying opportunities to enhance the user experience on the platform.

Collaboration is key, as the Operations Associate will work with operations, trading/risk, product, and engineering teams to escalate complex cases. The role also contributes to maintaining internal tools, managing risk alerts, and ensuring compliance with company policies and gaming regulations. Adaptability to a dynamic startup environment, including non-standard hours during major sporting events, is essential.

Skills that matter here

• online casinos, sportsbooks, sports wagering mechanics: This role requires deep familiarity with how online casinos and sportsbooks operate, including the mechanics of sports wagering.
• bet types: The associate must understand various bet types like pre-match, live/in-play, parlays, and accumulators to assist players.
• bet settlement logic: Knowledge of how bets are settled, including voids, pushes, and partial payouts, is crucial for resolving player queries.
• crypto payments and blockchain explorers: Comfort with crypto transactions and using blockchain explorers is necessary to diagnose payment-related issues.
• customer support or community-facing operations: Previous experience in customer support is preferred, highlighting the player-facing nature of this role.
• problem-solving: The role demands strong problem-solving skills to identify root causes of player issues quickly and effectively.

Who this role suits

• A person with a deep background in online sports betting operations, who understands the nuances of bet types and settlement rules.
• Someone who is customer-focused, enjoys troubleshooting complex issues, and is passionate about providing excellent service to players.
• An individual comfortable with the fast pace and dynamic nature of a startup, including working non-standard hours during major sporting events.
• A candidate who is highly organized, detail-oriented, and adept at learning new operational tools and systems.

From the employer

• Provide high-quality customer support to players, resolving casino and sportsbook-related issues quickly and effectively.
• Troubleshoot account matters including deposits, withdrawals, bet settlements, voids, and promotional credits.
• Assist players with questions about bet types (singles, parlays, accumulators), and settlement rules.
• Work closely with operations, trading/risk, product, and engineering teams to identify and escalate edge cases.
• Maintain and manage internal tools, logs, spreadsheets, and documents for seamless operations.
• Monitor, assess, and respond to risk alerts to ensure timely mitigation of potential threats.
• Ensure compliance with company policies and applicable gaming regulations.
• Assist in building and refining support processes, help center articles, and internal SOPs related to sportsbook operations.
• Monitor player sentiment and flag opportunities to improve the user experience.
• Support the team during high-volume sporting events, ensuring rapid and accurate communication.
• Adapt to a dynamic environment and step into additional duties as assigned.

• 5+ years of experience with deep familiarity with online casinos, sportsbooks, sports wagering mechanics, and common bettor workflows.
• Understanding of bet types including pre-match, live/in-play betting, parlays.
• Familiarity with bet settlement logic, including pushes, voids, partial payouts, and abandoned match handling.
• Understanding of crypto payments and comfort using blockchain explorers to diagnose issues.
• Genuine passion for helping customers and a commitment to excellent service.
• Highly organized with strong attention to detail.
• Comfortable learning new tools, dashboards, and operational systems.
• Strong problem-solving instincts with the ability to identify root causes quickly.
• Adaptability to a fast-paced, scrappy startup environment.
• Comfortable with non-standard hours during major sporting events (weekends, playoffs, etc.).
• Previous experience in customer support or community-facing operations is preferred.