Customer Support Associate

Summary

Join Underdog, the fastest-growing sports gaming company, and become a Customer Support Representative. In this role, you will provide exceptional customer support via live chat, addressing inquiries related to account management and financial transactions. You will assist users with various issues, from account creation to gameplay explanations, and ensure a smooth onboarding experience. You will collaborate with different departments to find efficient solutions and create a positive impression on every user. The ideal candidate is a flexible, optimistic, and proactive individual with excellent communication and problem-solving skills. Prior experience in customer support and familiarity with fantasy sports or sports betting are preferred.

Requirements

• Flexible weekday & weekend availability due to varying shifts
• An optimistic and proactive individual, dedicated to finding solutions
• A versatile team player, adept at navigating diverse situations with ease
• A clear and concise communicator, with an emphasis on writing skills
• A receptive individual who embraces new perspectives and approaches
• An insatiably curious learner, driven to acquire new knowledge daily
• A customer service expert, delivering exceptional support by showcasing deep product expertise
• Proficient multitasker, committed to delivering high-quality work across various tasks

Responsibilities

• Approach user inquiries with a cool, open-minded approach and make sure that their concerns are being fully heard
• Gather information from users in order to efficiently reach solutions by cross-collaborating with teams from several different departments
• Create a lasting impression on every user through transparent, open, and honest communication
• Assist with Tier 1 level customer inquiries ranging from account creation to gameplay explanations
• Show up everyday with a positive attitude and excited to help the team collectively reach its goals
• Deliver exceptional customer support via live chat, addressing inquiries related to account management and financial transactions
• Offer comprehensive technical assistance to both Web and Mobile app users
• Assist in facilitating a smooth and seamless onboarding experience for users, ensuring their successful adoption of the app

Preferred Qualifications

• Experience with Intercom (or other ticketing processor systems)
• Fantasy Sports and/or Sports Betting knowledge
• 1-2 years of customer support or related experience