Offer summary

Qualifications:

At least 2 years of experience in customer support or operations, preferably in sports, tech, or startup environments., Strong communication skills, especially in written form, and ability to handle high-stakes inquiries with professionalism., Knowledge and enthusiasm for sports, sports gaming, and technology., Experience with customer support tools like Zendesk and Intercom, and understanding of online gaming systems and fraud prevention is a plus..

Key responsibilities:

Provide high-volume live customer support via email and live chat for contest entrants.

Handle support requests related to sporting rules, account issues, and billing inquiries.

Monitor for critical site issues and escalate them promptly.

Assist users with verifying identities, gameplay questions, and withdrawal statuses.

Job description

Boom Entertainment is redefining the way fans engage with sports through innovative, high-quality sports products. Our flagship app, Boom Fantasy, delivers a fast, fun, and accessible Daily Fantasy Sports experience that’s open to players of all skill levels. With millions of dollars in prizes awarded and a rapidly growing user base, Boom Fantasy is quickly becoming a go-to destination for sports fans.

In addition to our own products, we build free-to-play games and custom sports technology for leading media companies and sports leagues. Our platforms have powered engaging fan experiences for more than 4 million users and are trusted by brands like NBC Sports, Barstool Sports, YES Network, 8AM Golf, and more.

As a company, we are looking for driven dreamers who want to make an impact on this industry and the world. We want people of integrity who are open to learning and willing to challenge the norm. We want people who are curious, reliable, empathetic, and obsessed with quality.

If you’re passionate about building sports products that millions of fans love, Boom is the place to make an impact.

We are seeking a fully-remote Customer Support Representative. Initially, this role will be responsible for working Thursday, Friday, Saturday, Sunday, and Monday between 4:00 pm ET and midnight ET. For U.S.-based employees: The target hourly compensation is $15/hour or the applicable state minimum wage, whichever is higher. For candidates outside the U.S., compensation will be aligned with the local average wages for this role and skillset.

Responsibilities:

High volume live Customer Support for contest entrants via email and live chat feature - Zendesk and Intercom
Handling support requests and escalating them to the appropriate parties
Monitor for critical site issues and escalate to the proper channels to ensure a speedy resolution
Resolve contest inquiries regarding sporting rules & account and billing inquiries from users
Requests include: verifying user identities during sign-up, gameplay questions, the status of withdrawals, and more

Qualifications:

2+ years of experience in a customer support or operations role (sports, tech, start-up a plus)
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 are a must
Knowledge of online gaming fraud, payments, gaming tools, systems, and reports is highly preferred
Must be located in one of the following time zones: EST, CST, MST, or PST
Experience working with Customer Support tools like Zendesk and Intercom
Outstanding written communicator
Collaborative, team-oriented mindset
Strong internet connection and reliability

Required profile