Account Servicing Executive

Midnite; United Kingdom; Remote; GBP 30,000 - 40,000; Full time

Job summary

Midnite seeks an Account Servicing Executive to enhance customer experiences within its innovative betting platform. This role involves onboarding new players, resolving queries, and collaborating with teams to maintain compliance, ensuring customer satisfaction in a dynamic environment.

Benefits

Comprehensive health coverage

25 paid holidays a year

Flexible working

Latest tech upgrades

Exclusive retailer discounts

Qualifications

• Minimum of 1 year of experience in the iGaming industry.
• Proven experience in customer-facing roles.
• Strong attention to detail and ability to follow strict regulatory guidelines.

Responsibilities

• Help customers with any problems ensuring a frictionless experience.
• Profile customers to direct them to appropriate teams for specialized support.
• Maintain accurate records of customer interactions and transactions.

Skills

Interpersonal skills

Problem-solving

Attention to detail

Job description

Account Servicing Executive

Role type: Permanent

Location: Remote, UK

Salary: Competitive, depending on experience + company benefits

Why Midnite?

Midnite is a next-generation betting platform that is built for today’s fandom. We are a collective of engineers and designers who all share a passion for sports and gaming. We exist to bring fans closer to the games they love through the excitement of betting on their favourites.

Unlike the alternatives, Midnite doesn't feel like a website built two decades ago. Instead, it's a cutting-edge creation, designed and constructed from the ground up with the latest technologies. Crafting an experience that's truly intuitive, immersive, and immediately understandable is no walk in the park, but we thrive on the challenge. We believe we're on the brink of creating something truly awesome.

What will you do?

As an Account Servicing Executive at Midnite, a leading UK sportsbook and casino, you will play a crucial role in ensuring our customers have an exceptional and frictionless experience. Operating within a highly regulated environment, you will be instrumental in profiling new players, guiding them through their customer journey from initial sign-up, and ensuring their ongoing activity is seamless. Your focus will be on ensuring customers are onboarded seamlessly during KYC & AML processes, all while delivering outstanding customer service. You will act as a primary point of contact for our valued customers, resolving queries efficiently and proactively identifying opportunities to enhance their overall satisfaction and loyalty.

Responsibilities

• Help customers with any problems that arise when playing at Midnite, providing empathetic and effective solutions.
• Profile customers to ensure they are directed to the appropriate teams for specialised support, ensuring a tailored approach to their needs.
• Help profile and segment customers based on their needs.
• Make proactive calls to customers to ensure their satisfaction with the service provided and to gather valuable feedback.
• Assist customers via email with document and compliance requests to facilitate a seamless experience, ensuring all regulatory requirements are met.
• Maintain accurate and detailed records of customer interactions and transactions within our CRM system.
• Collaborate closely with compliance, fraud, and support teams to escalate complex issues and ensure timely resolution.
• Educate customers on Midnite's products, features, and responsible gaming tools.
• Flexibility to work ad-hoc evenings and weekends as and when required.

Essential Experience

• Minimum of 1 year of experience in the iGaming industry, with a strong understanding of its unique operational demands.
• Proven experience in customer-facing roles, demonstrating excellent interpersonal skills.
• Demonstrated experience with customer communication over the phone and via email, with a clear and professional communication style.
• A proactive and results-oriented approach to customer service, with a focus on problem-solving and customer satisfaction.
• Strong attention to detail and ability to follow strict regulatory guidelines.
• Ability to work effectively in a fast-paced, dynamic environment.

What’s in it for you:

• Shape our future: Play a key role in our team's success, where your voice matters, and you'll have a direct impact on shaping Midnite's future.
• Connect and unwind: Take part in our quarterly gatherings where our community comes together to bond and have fun.
• Comprehensive health coverage: Look after your well-being with our outstanding zero-excess health insurance plan, which includes optical and dental coverage.
• Simplify life: Take advantage of our nursery salary sacrifice scheme, allowing you to conveniently pay your child's nursery fees straight from your paycheck.
• Work-life balance: Enjoy 25 paid holidays a year, plus generous paid maternity, paternity, and adoption leave, supporting you during life's most important moments.
• Productive home office: We provide everything you need for a comfortable and ergonomic home setup, ensuring you're as productive as possible.
• Flexible working: We embrace flexible working, allowing you to adjust your schedule when life's unexpected moments arise.
• Latest tech made easy: With our salary sacrifice schemes, you can upgrade to the latest gadgets, household items, and mobile tech without the upfront cost.
• Exclusive perks: Enjoy a wide range of discounts on retailers, groceries, and subscriptions, making life a little more affordable.
• Grow with us: Expand your skills through internal and external learning opportunities while benefiting from access to mentorship programs that support your development.
• Transparent compensation: We provide competitive pay with clear team bandings and salary grids, ensuring that salary discussions are simple and fair.
• Constructive feedback: We foster a transparent culture, encouraging individual feedback and review sessions to help everyone improve.

At Midnite, we’re committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders.

We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.