Responsibilities

📍Serve as the internal subject-matter expert for sportsbook mechanics, including odds formats, settlement logic, rulesets, market types, and exception handling. 📍Draft, maintain, and refine sportsbook support policies, bet settlement SOPs, escalation paths, and help center documentation. 📍Manage complex or sensitive customer cases related to bet results, market disputes, voids, partial payouts, or trading adjustments. 📍Train and mentor junior Support Specialists, improving team capability and knowledge. 📍Partner with trading/risk, product, compliance, and engineering teams to diagnose edge cases, shape workflows, and reduce operational friction. 📍Support incidents during high-volume sporting events, ensuring rapid and accurate communication. 📍Monitor user feedback and contribute to product and UX improvements. 📍Stay up to date on global sporting calendars, betting patterns, regulatory expectations, and industry best practices. 📍Remain hands-on with support operations — working queues, analyzing cases, and identifying systemic improvements.

Qualifications

📍3–7+ years of direct experience in sportsbook operations, customer support, bet settlement, or trading support at an online betting operator. 📍Expert-level understanding of: 📍American, Decimal, and Fractional odds 📍Pre-match vs live betting 📍Accumulators, parlays, system bets 📍Settlement rules (pushes, voids, abandoned matches, grading logic) 📍Provider-specific quirks (e.g., BetConstruct, Betradar, in-house engines)

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