Senior Poker Support Lead

We are seeking an enthusiastic and experienced Poker Support Lead. You’ll be collaborating with our Poker team on a new innovative product. You’ll utilize your knowledge and resources to lead a dynamic team and shape the future of this new venture. This is an exciting opportunity to develop and refine both internal and external processes while ensuring our customers receive exceptional service.

What you won't find anywhere else:

• Temporarily remote
• Four days on, three days off per week
• Fun office atmosphere with nitro coffee on tap, carefully curated snacks, and sports playing all day
• Ability to learn about a fast growing industry
• With hard work and determination, opportunity to quickly advance in a fast growing company
• Proven history of internal advancement
• Positive work environment with emphasis on work/life balance

Essential Duties and Responsibilities:

• Maintain a thorough understanding of poker games, rules, and strategies.
• Stay updated with the latest poker trends and platform updates.
• Lead the development of our internal support processes for the Poker Vertical.
• Develop and curate engaging and effective help center articles for our poker players.
• Investigate and resolve disputes and complaints from players.
• Coordinate with other departments to solve complex issues efficiently.
• Provide real-time support to our Support agents.
• Complete agent coaching as needed.  
• Assist our training team in poker curriculum.
• Collect player feedback and communicate it to the relevant departments.
• Prepare regular reports on common issues and player satisfaction levels.

• Maintain detailed records of player interactions and resolutions.
• Ensure adherence to gaming regulations and company policies.
• Monitor for fraudulent activities and report any suspicious behavior.
• Assist with the support of our Sportsbook and Casino verticals as needed.
• Other duties as necessary and/or assigned.

Required Skills:

• Previous customer support experience, preferably in the gaming or online gambling industry.
• 2+ years experience with poker and other card games is highly desirable.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and analytical abilities.
• Ability to handle high-pressure situations calmly and efficiently.
• Patience, empathy, and a player-focused attitude.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.