Operations Associate, Casino & Sports

Remote 3 months ago full-time

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.

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