Job Overview
Location
US
Job Type
Full-time
Category
Customer Support
Date Posted
March 12, 2026
Full Job Description
đź“‹ Description
- • Smarkets is seeking a highly motivated and customer-centric Senior Customer Operations Executive to join our dynamic team and play a pivotal role in the launch and growth of our US business. This is a unique opportunity to be at the forefront of a rapidly expanding market, contributing directly to our success by ensuring an exceptional customer experience.
- • As a Senior Customer Operations Executive US, you will be an integral part of our Customer Operations team, acting as a primary point of contact for our new US customer base. You will be responsible for delivering outstanding customer service across multiple channels, including live chat, email, and social media. Your expertise will be crucial in handling complex customer inquiries, ranging from account management and payment issues to technical troubleshooting and responsible gambling concerns.
- • This role demands a proactive approach to problem-solving and a keen eye for detail. You will be expected to take ownership of escalated issues, ensuring they are resolved efficiently and accurately, thereby maintaining customer satisfaction and trust. Your ability to navigate high-pressure situations and manage multiple concurrent queries will be essential for success.
- • Beyond direct customer interaction, you will contribute significantly to the continuous improvement of our operations. This involves identifying customer pain points and operational bottlenecks, and proactively suggesting and implementing solutions. Your insights will be invaluable in refining our processes and enhancing the overall customer journey.
- • Collaboration is key in this role. You will work closely with the US marketing team to gather and relay crucial customer feedback, providing them with the insights needed to develop effective strategies for the US market. Furthermore, you will assist in the onboarding and training of new team members, sharing your knowledge and best practices to foster a high-performing team environment.
- • A critical aspect of your responsibilities will be ensuring strict adherence to all internal policies and external regulations. This includes a strong focus on compliance, particularly concerning Know Your Customer (KYC) procedures, payment processing, settlements, and responsible gambling initiatives. Your diligence in these areas will be vital for maintaining Smarkets' reputation and operational integrity.
- • The ideal candidate will possess a deep understanding of the sports betting landscape and a genuine passion for sports. This domain knowledge will enable you to connect with our customers on a deeper level and provide more informed support. You will be instrumental in shaping the US customer experience, acting as a brand ambassador and a trusted advisor.
- • This is a hands-on, early-stage role within a fast-paced and ambitious environment. You will have the opportunity to make a tangible impact, influence product development through customer feedback, and grow your career within a leading technology company that is revolutionizing the betting industry. Your voice will be heard, and your contributions will be recognized as we expand our presence in the US market.
- • We are looking for an individual who embodies our core values: Push to Win, Make Others Better, Give a Shit, Be a Pro, and Bring the Energy. If you are a self-starter with a strong work ethic, a collaborative spirit, and a desire to excel in a high-performance culture, Smarkets is the place for you. Join us in predicting the future of betting and building a world-class customer operation for the US market.
- • Your role will involve a blend of reactive support and proactive engagement, ensuring that every customer interaction is positive and contributes to long-term loyalty. You will be empowered to make decisions and take initiative, contributing to a culture of continuous improvement and customer advocacy. This position offers a significant opportunity for professional development and to be part of a company that is at the cutting edge of technology and innovation in the prediction market space.
- • You will be a key player in ensuring the smooth operation of our US platform, acting as a bridge between our customers and internal teams. Your ability to translate customer needs into actionable insights for product and marketing will be highly valued. This role is perfect for someone who thrives in a challenging yet rewarding environment, where their contributions directly influence business outcomes and customer satisfaction.
- • We are committed to creating a diverse and inclusive workplace. We encourage applications from all qualified individuals and are happy to provide any necessary adjustments during the recruitment process to ensure an equitable experience for all candidates. Your unique perspective will be a valuable asset to our team as we grow.
- • The Senior Customer Operations Executive US will be responsible for maintaining high standards of service, even during peak periods or unexpected challenges. This includes staying updated on industry trends, regulatory changes, and Smarkets' product developments to provide the most accurate and helpful support. You will be a subject matter expert for our US operations, guiding both customers and internal stakeholders.
- • By joining Smarkets, you will become part of a company that is not only a leader in prediction markets but also a technology innovator. You will work with a talented and passionate team, contributing to a product that is both sophisticated and accessible. This role offers a chance to shape the future of betting and build a career in a company that values its people and their contributions.
- • We believe in empowering our employees and providing them with the tools and support they need to succeed. As a Senior Customer Operations Executive US, you will have opportunities for professional growth, skill development, and career advancement within a rapidly expanding organization. Your dedication and expertise will be recognized and rewarded.
- • This position requires a proactive, adaptable, and customer-focused individual who is eager to contribute to the success of Smarkets' US operations. If you are passionate about customer service, possess a strong understanding of the sports betting industry, and are excited by the prospect of working in a fast-paced, innovative environment, we encourage you to apply.
- • You will be the voice of Smarkets for our US customers, ensuring that every interaction reflects our commitment to excellence, fairness, and customer satisfaction. Your role is critical in building trust and fostering strong relationships with our user base as we establish our presence in the United States. This is more than just a job; it's an opportunity to be part of a groundbreaking venture.
- • The Senior Customer Operations Executive US will be expected to contribute to a positive and collaborative team culture, embodying Smarkets' values in all aspects of their work. You will be a key team player, supporting colleagues and contributing to collective success. Your enthusiasm and dedication will be instrumental in driving our US operations forward and achieving our ambitious goals.
- • We are looking for individuals who are not afraid to challenge the status quo and who are driven by a desire to innovate and improve. Your ability to identify opportunities for enhancement and to implement change will be highly valued. This role offers a unique platform to influence operational strategies and customer engagement initiatives within the US market.
- • Ultimately, this role is about building and maintaining exceptional customer relationships while ensuring the operational integrity and compliance of Smarkets' US platform. Your dedication to providing unparalleled support and your proactive approach to problem-solving will be the cornerstones of your success. Join us and help shape the future of prediction markets.
🎯 Requirements
- • Minimum 12+ months in Customer Operations/Support, ideally within the sports betting or adjacent industries.
- • Proven experience handling escalations and complex queries, including KYC, payments, settlements, technical troubleshooting, and safer gambling concerns.
- • Excellent written and verbal communication skills, with the ability to interact with technical and non-technical stakeholders of various levels.
- • Outstanding attention to detail, problem-solving, and time management skills, with the ability to handle high-pressure situations and manage multiple queries simultaneously.
- • Excellent knowledge of sports betting and a keen interest in sports.
🏖️ Benefits
- • Competitive salary package.
- • Dynamic and collaborative work environment.
- • Opportunity to make a significant impact and have your voice heard.
- • Comprehensive benefits offering designed around Health, Wealth, Lifestyle, and Development.
Skills & Technologies
Python
C++
React
PostgreSQL
Kubernetes
Senior
Onsite
About Smarkets (Malta) Limited
Smarkets operates a peer-to-peer betting exchange that enables users to trade on sports, politics and current events at industry-low commission rates. The London-headquartered company combines exchange technology with risk-management systems to provide transparent pricing, deep liquidity and rapid settlement. Licensed in the UK and Malta, it also offers a mobile trading platform, API access and a same-game parlay product for retail and professional users.
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