Customer Support Representative

Boom Entertainment is seeking a fully remote Customer Support Representative to handle high-volume live support for a sports-focused app, providing assistance via email and live chat, and ensuring a positive user experience.

Location: Remote (US) or international

Responsibilities

• High volume live Customer Support for contest entrants via email and live chat (Zendesk and Intercom)
• Handling support requests and escalating them to the appropriate parties
• Monitor for critical site issues and escalate to the proper channels to ensure a speedy resolution
• Resolve contest inquiries regarding sporting rules & account and billing inquiries from users
• Verifying user identities during sign-up, gameplay questions, the status of withdrawals, and more

Requirements

• 2+ years of experience in a customer support or operations role (sports, tech, start-up, a plus)
• Proven ability to handle high-stakes, time-sensitive customer inquiries with empathy and professionalism, particularly in real-money or high-engagement environments
• Knowledge of and enthusiasm for sports, sports gaming, and technology are a must
• Knowledge of online gaming fraud, payments, gaming tools

Additional Information

• Schedule flexibility is important, as shifts may vary. The initial schedule will be Sunday through Thursday, 11:00 a.m. to 7:00 p.m. ET, with the possibility of changes over time.
• This is a contract-to-hire role (U.S.) or an international consultant position (outside the U.S.).
• Compensation for international candidates will be set in line with local market rates.