Customer Support Representative
Role Overview
This mid-level Customer Support Representative role at Boom Entertainment involves handling high-volume live support via email and chat (Zendesk, Intercom) for a daily fantasy sports platform. You'll resolve contest, account, and billing inquiries, escalate critical issues, and work in a fast-paced, high-ownership startup environment. The role requires flexibility for Sunday-Thursday shifts (11am-7pm ET) and has real impact on user experience.
Perks & Benefits
Fully remote position with flexible scheduling (initial schedule: Sunday-Thursday, 11am-7pm ET). Opportunity for contract-to-hire in the US or international consultant role with competitive local market compensation. Work in a small, high-impact team with autonomy and ownership over your work. Ideal for sports and tech enthusiasts looking for a fast-paced startup culture.
Full Job Description
Boom Entertainment is redefining the way fans engage with sports through innovative, high-quality sports products. Our flagship app, Boom Sports, delivers a fast, fun, and accessible Daily Fantasy Sports experience that’s open to players of all skill levels. To date, players on Boom Sports have won close to $100 million in prizes, and our user base continues to grow as more fans choose Boom as their go-to place to play.
Boom is a small team with high standards. We move fast, operate with urgency, and expect high ownership. You will be trusted to figure things out, spot issues early, and drive solutions without heavy process or close oversight. If you want responsibility and work that has real impact, Boom can be an excellent fit. If you prefer a slower pace, highly defined tasks, or being told exactly what to do each day, Boom may not be the right environment.
We are seeking a fully remote Customer Support Representative. Schedule flexibility is important, as shifts may vary. The initial schedule will be Sunday through Thursday, 11:00 a.m. to 7:00 p.m. ET, with the possibility of changes over time.
This is a contract-to-hire role (U.S.) or an international consultant position (outside the U.S.).
For international candidates: Compensation will be set in line with competitive local market rates for this role and level of experience.
Responsibilities:
- High volume live Customer Support for contest entrants via email and live chat feature - Zendesk and Intercom
- Handling support requests and escalating them to the appropriate parties
- Monitor for critical site issues and escalate to the proper channels to ensure a speedy resolution
- Resolve contest inquiries regarding sporting rules & account and billing inquiries from users
- Requests include: verifying user identities during sign-up, gameplay questions, the status of withdrawals, and more
Qualifications:
- 2+ years of experience in a customer support or operations role (sports, tech, start-up, a plus)
- Proven ability to handle high-stakes, time-sensitive customer inquiries with empathy and professionalism, particularly in real-money or high-engagement environments
- Knowledge of and enthusiasm for sports, sports gaming, and technology are a must
- Knowledge of online gaming fraud, payments, gaming tools, sPlease mention the word **DIVINE** and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
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