Customer Service Executive US
Smarkets(Please note: This role requires you to be based in Chicago, Illinois)
Who are we?
Smarkets: Predicting the Future of Betting
Smarkets runs one of the world’s most sophisticated prediction markets, handling over £29 billion in volume since 2010 and engaging 200,000+ traders globally. We’re a technology company that happens to revolutionise betting - from sports to political markets, to delivering the sharpest prices and the fairest odds.
Our stack is designed for scale, reliability, and speed: Linux, Kafka, Postgres, Kubernetes, with Python 3, C++17, and React powering our platform. We build infrastructure that institutions trust while keeping trading accessible to everyone. Our edge? We’ve thrived through every market cycle, competitor, and industry revolution.
At the heart of our success are our people. We create a high-performance environment where exceptional talent can thrive, blending deep business experience with a commercial mindset to drive strategic growth.
If you’re ready to help shape the future of prediction markets with cutting-edge technology and a customer-first philosophy, Smarkets is where you belong.
The Team
Our Customer Operations team sits at the centre of the Smarkets ecosystem. As a Senior Customer Operations Executive US, you will act as both 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.
Role expectations and responsibilities
As a Senior Customer Operations Executive US, you will support the development of our product and customer base in the US. In addition to handling complex customer queries, taking a proactive role in improving processes, identifying customer contact trends you will work closely with the marketing and product teams to ensure we have excellent feedback from customers to help develop our US business.
This is a hands-on early-stage role where you will deliver outstanding customer service across live chat and email, while also being increasingly involved in escalations, regulatory adherence, and cross-team collaboration to ensure a seamless customer experience.
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
Ownership of escalated issues, ensuring timely and accurate resolutions
Identify customer pain points and operational pain points, proactively suggesting improvements.
Support the US marketing team in collecting customer feedback
Assist with onboarding and training new joiners
Ensure all customer interactions adhere to internal policies and external regulations
Role Requirements:
Excellent written and verbal communication skills, with the ability to interact with technical and non-technical stakeholders of various levels.
Minimum 12+ months in Customer Operations/Support, ideally within the sportsbetting or adjacent industries.
Proven experience handling escalations and complex queries.
Outstanding attention to detail, problem solving and time management skills.
Ability to handle high-pressure situations and manage multiple queries simultaneously.
Excellent knowledge of sports betting and keen interest in sports.
Nice to have:
Familiarity with state-level sports betting regulatory requirements
Skilled in identifying process gaps and contributing to operational improvements
Interest in technology and coding
Values
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