Customer Operations Executive

Smarkets is a betting exchange for sports and political trading that has handled over £29 billion in volume since 2010. Our company mission is to fix the betting industry with the best products and best prices. We are upending the sports betting industry by growing a transparent platform that offers the best value for bettors, with the fairest odds, best technology and a superior customer experience.

Smarkets is a Series B tech company that brings a professional, product-led approach to our mission. We embrace collaboration, trust, innovation and scientific rigour, while we celebrate ambitious goals and passionate energy. Our culture rewards people on merit and excellence and we strive to provide a working environment where recognition, challenges, support, collaboration, interesting benefits and shared meals provided by our chefs mix together to let you unlock your potential, grow with us and become your best self.

Join our team and play a pivotal role in shaping the future of our betting trading technology landscape.

The Team

As a Customer Operations Executive you will be the first point of contact for all Smarkets customers. You will interact and assist customers through multiple channels, as well as ensure that the site is live and accessible.

Role expectations and responsibilities

You will be answering customer queries, processing payments and reviewing customer documentation, as well as collaborating with other teams to make sure that issues impacting customers are identified and resolved in a timely manner.

Above all else, providing an exemplary level of customer support and user experience is the main focus of the role.

Responsibilities:

• Provide outstanding customer support via email, live chat and social media
• Verify customer documents (KYC)
• Troubleshoot customer queries, providing fast and accurate solutions
• Resolve technical and transactional issues, including deposits, withdrawals and login problems
• Collaborate with the customer operations team and wider company to offer the best possible customer experience
• Adhere to internal policies and external regulations
  

Role Requirements:

• Excellent written and verbal communication skills, with the ability to interact with technical and non-technical stakeholders of various levels. English level C2 is essential
• Strong computer literacy skills
• Outstanding attention to detail, problem solving and time management skills
• Ability to handle high-pressure situations and manage multiple queries simultaneously
• Eligible to work in Malta and able to work on a flexible schedule, including evenings, weekends and public holidays
  
  Nice to have:
• 6 months+ experience in igaming or customer operations/support
• Additional languages - especially Swedish
• Knowledge of sports betting and betting exchanges
• Passion for sports

Values

• Push to win
• Make others better
• Give a shit
• Be a pro
• Bring the energy

Our values are at the heart of everything that we do. We believe these are the fundamentals to ensure we are delivering what’s expected of us in the best way possible for ourselves and for those around us.

Benefits

We offer a competitive salary package and benefits, along with a dynamic and collaborative work environment. Your work with us will make an impact and your voice will be heard.

We are a diverse team with a strong work ethic and plenty of hunger to win. We have designed our benefits offering around Health, Wealth, Lifestyle and Development.

What happens next?

• CV application review - We will review it as quickly as possible
• Take-Home Task - At-home assignment to show off your skills
• Let’s chat - Quick chat with our team about your experience and the role
• Experience and Mindset Chat - Cultural Fit
• Final Interview - Hiring Manager Interview + LT chat