Customer Support Representative

## About the Role The Customer Support Representative role at Boom Entertainment is a unique opportunity to join a company that is redefining the way fans engage with sports. As a key member of the support team, you will be responsible for providing high-quality support to customers via email and live chat, ensuring that their issues are resolved efficiently and professionally. The role involves working in a fast-paced environment where no two days are the same, with the added benefit of being fully remote, allowing you to work from the comfort of your own space.

The team at Boom Entertainment is known for its high standards and operates with a sense of urgency, which means you will be trusted to figure things out and drive solutions without needing heavy oversight. This level of autonomy is perfect for individuals who thrive in environments where they can take ownership of their work and make a real impact. Given the nature of the company, which is always looking for ways to innovate and improve, you will have the opportunity to contribute to the growth and development of the customer support function.

The initial schedule for this role will be Sunday through Thursday, 11:00 a.m. to 7:00 p.m. ET, but it's essential to be flexible as schedules may vary over time. This adaptability is crucial for success in this position, as the ability to adjust to changing circumstances will be valued highly.

## What You Will Do - Provide high-volume live customer support via email and live chat feature to contest entrants, addressing their inquiries and resolving issues promptly.

• Utilize Zendesk and Intercom to manage and respond to customer inquiries efficiently.
• Handle and escalate support requests to the appropriate parties when necessary, ensuring that all issues are addressed and resolved.
• Monitor the site for critical issues and escalate them to the proper channels to ensure a speedy resolution, minimizing downtime and impact on users.
• Resolve contest inquiries regarding sporting rules, as well as account and billing inquiries from users, providing clear and concise information.
• Verify user identities during sign-up, respond to gameplay questions, and assist with the status of withdrawals, among other tasks.
• Collaborate with the team to identify areas for improvement in the customer support process and contribute to the development of new procedures and protocols.
• Stay up-to-date with the latest developments in sports, sports gaming, and technology to provide knowledgeable support to customers.
• Work closely with other departments to ensure that customer feedback is heard and acted upon, contributing to the continuous improvement of the customer experience.

## What We Are Looking For - At least 2 years of experience in a customer support or operations role, with a background in sports, tech, or startups being highly desirable.

• 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, with the ability to communicate complex ideas in a simple and straightforward manner.
• Experience with customer support software such as Zendesk and Intercom, or the ability to quickly learn and adapt to new systems.
• Excellent communication and interpersonal skills, with the ability to work effectively in a team environment and build strong relationships with colleagues and customers.
• Ability to work in a fast-paced, dynamic environment with a high level of autonomy, taking ownership of tasks and projects.
• Strong problem-solving skills, with the ability to analyze issues, identify solutions, and implement them effectively.
• Familiarity with online gaming fraud, payments, and gaming tools, or a willingness to learn about these topics.

## Nice to Have - Experience in a contract-to-hire or international consultant role, with an understanding of the implications and benefits of such arrangements.

• Certification in customer support or a related field, demonstrating a commitment to professional development and excellence in customer support.
• Knowledge of additional languages, which could be beneficial in supporting a diverse customer base.
• Previous experience working with sports or tech products, providing a deeper understanding of the industry and customer needs.

## Benefits and Perks - The opportunity to work with a innovative and growing company that values customer experience and support.

• A fully remote work arrangement, offering flexibility and the chance to work from anywhere.
• Schedule flexibility, with the potential for changes in shifts over time to accommodate different needs and preferences.
• Competitive compensation, set in line with local market rates for this role and level of experience.
• The chance to work with a dynamic and dedicated team, contributing to the growth and development of the customer support function.
• Professional development opportunities, including training and support to help you grow in your role and advance in your career.
• Access to the latest tools and technologies, ensuring that you have everything you need to provide exceptional customer support.

- Tip: Highlight your experience with customer support software like Zendesk and Intercom in your application, and be prepared to provide examples of how you've used these tools to improve customer support processes.

• When applying, make sure to mention the word DIVINE and include the tag RMTI5LjEyMS40MC4xNg== to show you've read the job post completely and are a human applicant.
• To stand out, emphasize your knowledge of sports, sports gaming, and technology, and be prepared to discuss how these interests can contribute to providing high-quality customer support.
• Prepare for your interview by practicing responses to common customer support scenarios, and be ready to discuss your problem-solving skills and ability to work in a fast-paced environment.
• Consider including a portfolio or examples of your previous customer support work, such as emails or chat transcripts, to demonstrate your skills and experience.
• When negotiating salary, research the market rate for customer support roles in your area and be prepared to discuss your expected compensation based on your experience and qualifications.