About this role
Job title: Senior Customer Operations Executive US
About the Role Smarkets is seeking a Senior Customer Operations Executive US, based in Chicago, to act as a frontline expert for our new US business and an operational anchor, supporting customers, guiding colleagues, and ensuring that our platform remains accessible, compliant and best in class.
What You'll Do
- 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.
- Own escalated issues, ensuring timely and accurate resolutions.
- Identify customer pain points and operational pain points, proactively suggesting improvements.
- Collaborate with the marketing and product teams to collect feedback and help develop the US business.
- Deliver hands-on customer service across live chat and email, and increasingly handle escalations and cross-team collaboration to ensure a seamless customer experience.
- Assist with onboarding and training new joiners.
- Ensure all customer interactions adhere to internal policies and external regulations.
What We're Looking For
- Excellent written and verbal communication skills, able to interact with technical and non-technical stakeholders of various levels.
- Minimum 12+ months in Customer Operations/Support, ideally within sportsbetting.
- Based in Chicago, Illinois, and able to work in US market.
- Experience handling KYC, payments, settlements and regulatory adherence is a plus; comfortable with live chat, email, and social channels.
- Proactive problem-solving, ability to identify and communicate customer insights to product/marketing.
Nice to Have
- Experience in sports betting or betting/trading industries.
Compensation & Benefits Not disclosed in the posting.