Customer Operations Associate

Betr•Miami, FL

11d•Onsite

About The Position

Betr is seeking a Customer Operations Associate to join their team and provide a best-in-class customer experience to their growing user base. The Associate will be responsible for ensuring customer satisfaction with Betr's products and brand, including product, content, and payment operations. This role requires the ability to understand and empathize with customer issues, find timely solutions, and contribute to business enhancements through user insights. The position involves a split of time between the Customer Operations Team and the Payments Team, based on business needs. Team members must be open to working nights, weekends, and holidays to support users during high-volume sports schedules. This role is based at Betr's Miami, Florida HQ.

Requirements

2+ years’ experience in a customer-focused role.
Detail-oriented with the ability to make data-driven decisions to improve customer communication performance.
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.

Nice To Haves

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.
A lifelong, passionate sports fan with a deep understanding of how to engage fans.

Responsibilities

Support and resolve user issues and inquiries in a professional and timely manner.
Use email & chat to support and 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 escalate 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.