Seasonal - Customer Experience Associate

Accountabilities:

Customer Support: Respond promptly and professionally to customer inquiries through email and live chat, providing accurate information and consistently delivering a high-quality support experience.
Technical Troubleshooting: Use internal tools and systems to investigate platform issues, diagnose bugs, resolve technical difficulties, and help users navigate product features effectively.
User Engagement: Proactively communicate with new and existing users across support channels to improve product understanding, encourage engagement, and maximize the value they receive from the platform.
Platform Monitoring: Monitor platform performance and stability through customer interactions and user feedback, identifying potential issues and escalating them promptly to Product and Engineering teams.
Issue Resolution: Investigate reported product inconsistencies, account concerns, and platform-related challenges, ensuring that issues are addressed efficiently and communicated clearly.
Redemption Processing: Review, process, and evaluate user redemption requests in accordance with internal procedures and applicable regulatory requirements.
Fraud Monitoring: Identify and flag suspicious activity, potential fraud patterns, and unusual account behavior, escalating concerns through the appropriate internal channels.
Customer Feedback Management: Gather, document, and communicate recurring user feedback, concerns, and emerging trends to Product, Marketing, and Operations teams to support continuous product improvement.
Cross-Functional Collaboration: Work closely with Customer Success, Product, Engineering, Marketing, and Operations teams to ensure consistent communication and effective resolution of customer issues.
Customer Experience Optimization: Identify opportunities to improve support workflows, service quality, response times, and overall customer satisfaction.
Operational Excellence: Maintain accurate support records, follow established procedures, and contribute to the efficiency and reliability of customer experience operations.
Requirements:
Previous experience in customer support, customer experience, or customer success, preferably within sports betting, financial trading, prediction markets, or similar digital marketplace environments.
Solid understanding of prediction markets, including contracts, pricing mechanisms, market settlement, and related concepts, with the ability to explain these topics clearly to users.
Ability to become productive quickly and work independently with minimal supervision, particularly in a seasonal position with a short onboarding period.
Experience using Zendesk or comparable customer support and ticket management platforms.
Familiarity with Slack, Google Workspace, and other digital collaboration and communication tools.
Strong written and verbal communication skills, with the ability to explain technical or complex information in a clear, approachable, and professional manner.
Excellent problem-solving abilities, with the capacity to think quickly, investigate issues, and develop practical solutions in a fast-moving environment.
Strong organizational skills and attention to detail, particularly when managing multiple customer inquiries and competing priorities.
Ability to recognize patterns in customer interactions and use data and feedback to identify recurring issues and improvement opportunities.
Strong interpersonal skills and a customer-first mindset, with a genuine commitment to helping users and delivering positive experiences.
Ability to collaborate effectively with distributed teams across multiple departments and communicate issues clearly.
Flexibility and availability to work evening and overnight shifts, including weekends, according to the seasonal schedule.
Comfortable working in a fully remote environment while maintaining productivity, accountability, and effective communication.
Employment Details & Schedule:
Employment Type: Seasonal, full-time, hourly, non-exempt position.
Duration: October 2026 to February 2027, covering the peak football and sports season.
Working Hours: 40 hours per week.
Available Schedule Options:
Monday to Friday: 6:00 PM – 2:00 AM ET.
Thursday to Monday: 6:00 PM – 2:00 AM ET.
Schedule Preference: Applicants are encouraged to indicate their preferred schedule and availability when applying.
Reporting To: Customer Success Manager.
Benefits:
Competitive Compensation: Hourly pay ranging from $20 to $25, depending on experience and qualifications.
Performance Recognition: A work environment that values individual contributions and maintains a clear connection between impact and reward.
Fully Remote Work: Work remotely from anywhere within the United States.
Flexible Work Environment: Enjoy flexibility and autonomy in how you organize your work while maintaining accountability and performance.
Flexible Time Off: Access to a time-off approach built on trust, ownership, and responsibility.
Company Swag: Receive branded merchandise and team-related perks.
Collaborative Culture: Work alongside a talented, driven, and innovative team that values clear communication and effective collaboration.
Meaningful Customer Impact: Play a direct role in shaping customer experiences and supporting users during the organization's busiest operating season.
Career Development Opportunity: Gain valuable experience within the prediction markets industry, with the potential to transition into a full-time position based on business needs and performance.
Innovative Industry Exposure: Develop expertise in sports-focused prediction markets and digital exchange operations.