Operations Associate, Casino & Sports
5.0/10
Magic Eden
Not specified
Remote
mid
28 days ago
cryptogamingigamingsupportweb3
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Description
What you'll do
- •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.
Requirements
- •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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