Jackpocket is the first mobile lottery app in the U.S. that offers players a secure way to order official state lottery tickets, such as Powerball, Mega Millions, and more, via their smartphones. We're creating a more convenient, fun, and responsible way to play the lottery by modernizing the $300B global lottery market with a mobile platform that everyone, including grandma, can feel good about.

As a Customer Support Associate, you will serve as an expert resource for Jackpocket end users. You will handle incoming inquiries and requests across multiple channels with the goal of providing outstanding support and delivering the best customer experiences possible. The ideal candidate will have an outgoing personality, outstanding communication skills, experience with support platforms and social media channels, and experience in or familiarity with interactive gaming.

Responsibilities

• Find creative solutions to ensure all customers’ needs are met and issues are resolved using all communication channels (phone, chat, in app/web messaging, email and social forums)
• Respond to customer inquiries and support requests within a specified time frame per Service Level Agreements
• Support conversion and retention efforts through promotions, events, bonus offers, and various outbound projects via telephone, chat, and/or email
• Maintain awareness and understanding of user experiences and leverage customer feedback
• Maintain a high-quality standard of responses on all customer operation related topics while ensuring a positive customer experience – i.e ID verifications, general account queries, game play, transactional needs/inquiries and payment issues, etc.
• Contribute to the ongoing learning and success of the team as we continue to grow rapidly

Qualifications

• 2+ years of experience directly related to the iGaming industry with key focus in Casino and/or e-commerce related fields
• Proficiency with Microsoft Office and Google Suite applications
• Knowledge of Customer Service and/or Risk Management department’s key functions, procedures and policies
• Articulate with excellent communication skills both written and verbal, and negotiation skills
• Ability to work both independently and collaboratively in a dynamic environment
• Active listener with sharp attention to detail, offering efficient and effective solutions with a focus on customer satisfaction
• Great analytical skills for the identification and escalation of sensitive customer inquiries to ensure both customer and business needs are met
• Ability to remain consistently positive while dealing with complex problems and challenging queries
• Ability and willingness to work flexible and/or extended hours (nights and weekends included)
• Capacity to handle high-volume inbound/outbound communications

Preferred Qualifications

• Valid New Jersey Casino Employee Registration issued by the Division of Gaming Enforcement
• Proficiency with CS platforms such as Helpshift or Zendesk
• Familiarity with payment processing systems and dispute resolution (ACH, credit cards, chargebacks, etc.)

Why Jackpocket?

• Medical insurance covered up to 100% by Jackpocket
• Dental & vision insurance
• 401(k) matching
• Stock options
• Commuter benefits and Citi Bike membership
• Discounted gym membership
• Catered meals and stocked kitchen
• Flexible working hours
• Autonomy and upward mobility

The annual base compensation range for this role is $60,000 - $65,000

This is a full-time exempt position and is not eligible for overtime under FLSA requirements. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Jackpocket is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, contact

#BI-Hybrid