Senior Specialist - Customer Service

About This Role

The Customer Service Senior Specialist will serve as a product expert, resolving complex customer escalations, and acting as a liaison between customers and internal teams to improve first contact resolution and customer satisfaction. This role involves analyzing customer issues and providing escalation support to the team.

Responsibilities

• Handle VIP/NVIP escalations related to products, games, features, technical issues, and promotions across various devices and channels
• Identify trends by monitoring communication channels and report to appropriate stakeholders (CRM/SBK Ops/Casino Ops/Product)
• Ensure each escalated case has a clear problem statement, action plan, and is resolved within the appropriate SLA
• Communicate casino and sports game issues with stakeholders and drive timely resolution
• Provide team member feedback for coaching and development to reduce escalation rates and repeat contacts
• Identify and report common escalation reasons for quizzes, knowledge articles, and process/product improvement
• Assist in expediting resolutions to compliance, BBB, executive, and property escalations
• Provide valuable feedback on products and tools to improve both agent and customer experience
• Identify and report outdated or incorrect knowledge articles/SOPs to prevent misinformation and unnecessary escalations
• Assist in the onboarding and development of new hires in a nesting environment

Requirements

• Experience participating in a team of customer service agents, ideally in online sportsbook or casino environment
• Discretion and professionalism
• Ability to consistently exceed KPIs
• Strong verbal and written communication skills
• Demonstrated decision-making, critical thinking, problem-solving abilities
• Ability to manage time and priorities effectively
• Team player mindset
• Ability to resolve customer complaints and escalated issues professionally
• Proven experience operating in a fast-paced, changing, and real-time environment
• At least 25MBPS internet connection plan/speed for remote work
• Private and quiet area for remote work
• Availability to work flexible hours

Qualifications

• 2-4 years of contact center experience

Nice to Have

• Knowledge and understanding of sports betting, casino, and professional sports industry

Skills

* Required skills

Benefits