Customer Support Representative

Summary

Join Boom Entertainment, a company redefining sports fan engagement through innovative products like the Boom Fantasy app, and make an impact on this industry. We are seeking a fully remote Customer Support Representative to provide high-volume live support via email and live chat. This role initially requires working Thursday-Monday evenings (4:00 pm ET - midnight ET). The target hourly compensation is $15/hour (or applicable state minimum wage for U.S.-based employees). For candidates outside the U.S., compensation will be aligned with local average wages. We are looking for driven, empathetic individuals passionate about sports and technology.

Requirements

• 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
• 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

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

Preferred Qualifications

Knowledge of online gaming fraud, payments, gaming tools, systems, and reports is highly preferred