Senior 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

Our Customer Operations team sits at the centre of the Smarkets ecosystem. As a Senior Customer Operations Executive, you will act as both a frontline expert and an operational anchor, supporting customers, guiding colleagues, and ensuring that our platform remains accessible, compliant and best in class!

Role expectations and responsibilities

As a Senior Customer Operations Executive, you will handle complex customer queries, provide mentorship to junior members of the team and take a proactive role in improving processes, identifying customer contact trends and supporting operational excellence across the department.

While you will offer outstanding customer service across live chat and email, you will increasingly be involved in escalations, regulatory adherence, and cross-team collaboration to ensure a seamless customer experience.

Responsibilities:

• Provide outstanding customer support via email, live chat and social media
• Manage high-complexity cases including KYC, payments, settlements, technical troubleshooting and safer gambling concerns
• Ownership of escalated issues, ensuring timely and accurate resolutions
• Supervise and mentor junior team members, providing guidance and quality assessment
• Support the Customer Operations manager in maintaining SLAs and ensuring shift efficiency
• Assist with onboarding and training new joiners
• Identify customer pain points and operational pain points, proactively suggesting improvements
• Ensure all customer interactions 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
• Minimum 12+ months in Customer Operations/Support, ideally within the iGaming or Fintech industries
• Proven experience handling escalations and complex queries
• Outstanding attention to detail, problem solving and time management skills
• Ability to handle high-pressure situations and manage multiple queries simultaneously
• Knowledge of sports betting and exchange platforms, and keen interest in sports
  
  

Nice to have:

• Familiarity with UKGC, MGA and SGA regulatory requirements
• Additional languages - especially Swedish
• Skilled in identifying process gaps and contributing to operational improvements

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​

We aim to have a simple and speedy hiring process and we want to make sure that we are right for you as much as the other way around.

• CV application review - We will review it as quickly as possible
• Quick take-away task
• Let’s chat - Quick chat with our team about your experience and the role
• Hiring Manager Interview - with the Customer Operations manager and a Senior member of the team
• Second Interview - with the Head of Customer Operations
• Final Interview - A chat with a member of the Leadership Team