Customer Support Representative

About the Role

Boom Entertainment is looking for a proactive Customer Support Representative to join their small, high-impact team. This fully remote role involves managing high-volume live support via email and chat, handling contest inquiries, and monitoring critical site issues to ensure a seamless experience for sports fans.

• Manage high-volume live customer support via Zendesk and Intercom.
• Handle support requests and escalate them to appropriate parties to ensure resolution.
• Monitor for critical site issues and escalate through proper channels.
• Resolve contest inquiries regarding sporting rules, account issues, and billing.
• Verify user identities, answer gameplay questions, and manage withdrawal statuses.

• 2+ years of experience in a customer support or operations role (sports, tech, or start-up experience preferred).
• Proven ability to handle high-stakes, time-sensitive inquiries with empathy and professionalism.
• Deep knowledge of and enthusiasm for sports, sports gaming, and technology.
• Familiarity with online gaming fraud, payments, and gaming tools.
• Ability to work Sunday through Thursday, 11:00 a.m. to 7:00 p.m. ET.

Required Skills