Senior Customer Service Executive

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
• Take ownership of escalated issues, ensuring timely and accurate resolutions
• Identify customer and operational pain points to proactively suggest process improvements
• Support the US marketing team by collecting and synthesizing customer feedback
• Assist with the onboarding and training of new team members
• Ensure all customer interactions adhere to internal policies and external regulatory requirements

Requirements

• Minimum 12+ months of experience in Customer Operations or Support, ideally within sports betting or adjacent industries
• Proven experience handling escalations and complex customer queries
• Excellent written and verbal communication skills for interacting with various stakeholders
• Strong problem-solving, attention to detail, and time management skills
• Ability to handle high-pressure situations and manage multiple queries simultaneously
• Excellent knowledge of sports betting and a keen interest in sports
• Must be based in Chicago, Illinois

Preferred Qualifications

• Familiarity with state-level sports betting regulatory requirements
• Experience identifying process gaps and contributing to operational improvements
• An interest in technology and coding

Benefits

• Competitive salary package
• Up to a 6% pension match
• £1,000 annual training budget for books, courses, and conferences
• Freshly prepared daily meals in our rooftop kitchen
• Comprehensive private health insurance
• Stock options and enhanced parental leave

About the Company

Smarkets runs one of the world’s most sophisticated prediction markets, handling over £29 billion in volume since 2010. We are a technology company revolutionizing betting through sports and political markets, delivering the sharpest prices and fairest odds. We pride ourselves on a high-performance environment where exceptional talent can thrive.