Customer Support Representative - Remote Eligible

Customer Support Representative

Boom Entertainment is redefining the way fans engage with sports through innovative, high-quality sports products. Our flagship app, Boom Fantasy, delivers a fast, fun, and accessible Daily Fantasy Sports experience that's open to players of all skill levels. With millions of dollars in prizes awarded and a rapidly growing user base, Boom Fantasy is quickly becoming a go-to destination for sports fans.

In addition to our own products, we build free-to-play games and custom sports technology for leading media companies and sports leagues. Our platforms have powered engaging fan experiences for more than 4 million users and are trusted by brands like NBC Sports, Barstool Sports, YES Network, 8AM Golf, and more.

As a company, we are looking for driven dreamers who want to make an impact on this industry and the world. We want people of integrity who are open to learning and willing to challenge the norm. We want people who are curious, reliable, empathetic, and obsessed with quality.

If you're passionate about building sports products that millions of fans love, Boom is the place to make an impact.

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 U.S.-based candidates: The target hourly rate is $15 per hour or the applicable state minimum wage, whichever is higher.
• 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, systems, and reports is highly preferred
• Must be located in one of the following time zones: EST, CST, MST, or PST
• Experience working with customer support tools like Zendesk and Intercom
• Outstanding written communicator
• Collaborative, team-oriented mindset
• Strong internet connection and reliability