Customer Operations Associate

Betr; Kentucky; On-site; USD 52,000 - 66,000; Full time

Job summary

Betr is seeking a Customer Operations Associate to support the team in delivering a best-in-class customer experience across products, content, and payments. The role splits time between the Customer Operations and Payments teams and requires flexibility to work nights, weekends, and holidays to assist users during high-traffic sports events.

The position is based at Betr's Miami, Florida HQ, with responsibilities including handling inquiries, reviewing deposits/withdrawals, and ensuring smooth

Qualifications

• 2+ years of experience in a customer-focused role.
• Strong communication skills, both written and verbal.
• Ability to empathize with users and build rapport.
• Familiarity with payments, fraud awareness, and sportsbook tools preferred.
• Experience using customer support tools like Intercom.

Responsibilities

• Support and resolve user inquiries professionally and promptly.
• Communicate via email and chat to exceed user expectations.
• Capture user insights to inform product, marketing, and operations.
• Monitor for critical site issues and escalate as needed for quick resolution.
• Review deposits and withdrawal requests; investigate irregularities.
• Perform due diligence investigations according to internal processes.
• Address betting, rules, account, and billing inquiries from users.
• Provide technical assistance for the mobile app and internal tools.

Skills

Customer support

Data-driven decisions

Communication

Empathy

Multi-tasking

Intercom

Payments knowledge

Tools

Intercom

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 elevate 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

Betr provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression. We deeply understand the value of bringing together a team with different perspectives, educational backgrounds, and life experiences. We encourage people from underrepresented backgrounds to apply

Thank you for your interest in Betr. We look forward to reviewing your application.