Customer Operations Associate

Job description

### Founded in 2022 by Joey Levy and Jake Paul, Betr has built the world's first real money gaming Super App.The Betr super app currently consists of Picks, Social Sportsbook, Social Casino, and Arcade - and will soon include Prediction Markets alongside other new products. Betr has one million paying users and is one of the fastest growing companies in the industry. Betr is also the world's most followed real money gaming brand on social media. Betr is looking for a **Customer Operations Associate** to assist the team in providing a best-in-class customer experience to our growing user base. The Associate will work to ensure customer satisfaction with our products and overall brand, including product, content, and payment operations. The Associate has the ability to understand and empathize with the problems that our customers are facing and find appropriate solutions as quickly as possible. Time will be split between the Customer Operations Team and the Payments Team, based on business needs. Team members must be open to working nights, weekends, & holidays to support users in real time around high volume sports schedules. This role is based in our Miami, Florida HQ. ### About The Role: - Support and resolve user issues and inquiries in a professional and timely manner - Use email & chat to support and to resolve issues and inquiries, exceeding expectations to deliver outstanding support - Capture user insights and trends to inform all areas of the business for enhancements, including product, marketing, and operations. - Monitor for critical site issues and escalate to the proper channels to ensure a 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 and billing inquiries from users - Provide technical assistance to fans regarding our mobile application - Ability to use and understand our internal admin tools, review accounts, pay attention to detail, notice trends, and resolve issues ### About You: - 2+ years’ experience in customer focused role - Detail oriented with the ability to make data-driven decisions to improve customer communication performance - Knowledge of online gaming fraud, payments, gaming and sportsbook tools, systems and reports are highly preferred - Experience with payment providers (PayPal, Online Banking, card processing) - Experience working with Customer Support tools like intercom etc. - Strong verbal, written, and interpersonal skills with the ability to communicate clearly and effectively - 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, the ability to be flexible, & prioritize responsibilities ### Bonus Points: - A lifelong, passionate sports fan with a deep understanding of how to engage fans