Customer Support Associate

As a Customer Support Associate at Jackpocket, you will be responsible for providing outstanding support and delivering the best customer experiences possible. Your main role will be to handle incoming inquiries and requests from Jackpocket users across multiple channels, such as phone, chat, email, and social forums. You will need to find creative solutions to ensure all customers' needs are met and issues are resolved in a timely manner. The ideal candidate will have excellent communication skills, experience with support platforms and social media channels, and familiarity with interactive gaming.

• Find creative solutions to ensure all customers’ needs are met and issues are resolved using all communication channels (phone, chat, in app/web messaging, email and social forums)
• Respond to customer inquiries and support requests within a specified time frame per Service Level Agreements
• Support conversion and retention efforts through promotions, events, bonus offers, and various outbound projects via telephone, chat, and/or email
• Maintain awareness and understanding of user experiences and leverage customer feedback
• Maintain a high-quality standard of responses on all customer operation related topics while ensuring a positive customer experience – i.e ID verifications, general account queries, game play, transactional needs/inquiries and payment issues, etc.
• Contribute to the ongoing learning and success of the team as we continue to grow rapidly

• 2+ years of experience directly related to the iGaming industry with key focus in Casino and/or e-commerce related fields
• Proficiency with Microsoft Office and Google Suite applications
• Knowledge of Customer Service and/or Risk Management department's key functions, procedures and policies
• Articulate with excellent communication skills both written and verbal, and negotiation skills
• Ability to work both independently and collaboratively in a dynamic environment
• Active listener with sharp attention to detail, offering efficient and effective solutions with a focus on customer satisfaction
• Great analytical skills for the identification and escalation of sensitive customer inquiries to ensure both customer and business needs are met
• Ability to remain consistently positive while dealing with complex problems and challenging queries
• Ability and willingness to work flexible and/or extended hours

• Medical insurance covered up to 100% by Jackpocket
• Dental & vision insurance
• 401(k) matching
• Stock options
• Commuter benefits and Citi Bike membership
• Discounted gym membership
• Catered meals and stocked kitchen
• Flexible working hours
• Autonomy and upward mobility