Seasonal Customer Experience Agent

Customer Operations Agent

At Fanatics Betting & Gaming (FBG), we're transforming the digital sports experience for fans around the globe. As we continue to build a dynamic, trusted, and exciting sports platform, we're hiring Customer Operations Agents who are passionate about customer experience and fraud prevention.

In this role, you'll serve on the front line of Fanatics, ensuring our customers receive top-tier support while helping to protect the integrity of our platform. You'll monitor for fraud, escalate suspicious activity, and work across teams like Payments, Compliance, VIP, and Customer Support to ensure a seamless and secure fan experience.

Responsibilities:

• Communicate directly with customers via email, chat, and phone with professionalism and empathy.
• Resolve customer questions, complaints, and issues in a timely and efficient manner.
• Share customer insights and trends with cross-functional teams including Product, Marketing, and Operations.
• Support Customer Support and VIP teams with escalated or complex cases.
• Monitor and analyze withdrawals and account activity for suspicious or fraudulent behavior.
• Take appropriate actions to prevent financial losses and protect customer accounts.
• Recognize AML red flags and escalate potential violations to the appropriate teams.
• Use fraud detection tools and internal alerts to investigate unusual patterns or behaviors.
• Maintain compliance with KYC, AML, and all applicable gaming regulations.
• Partner with internal teams to identify process improvements and optimization opportunities.
• Work closely with Payments, Regulatory Operations, and Compliance teams to resolve escalated issues.
• Assist management with ad hoc requests and serve as a liaison across departments.
• Stay up to date with industry trends and internal policy changes to ensure consistent, high-quality support.

Qualifications:

• 2–4 years of relevant experience in fraud prevention, payments, customer service, or operations—especially in gaming, banking, or e-commerce environments.
• Strong understanding of sports betting, online casino, and payment processes.
• Exceptional attention to detail and investigative thinking with a proactive problem-solving mindset.
• Strong communication and organizational skills; self-motivated and adaptable in a fast-paced, startup-like environment.
• Proficiency in Salesforce and G Suite or Microsoft Office. Intermediate skills in Excel or Google Sheets are preferred.
• Flexibility to work days, nights, weekends, and holidays, as needed.

This role is in office in our Denver office at 1331 17th Street, Denver CO 80204

$27/hour - 40 hours per week