What are the responsibilities and job description for the Senior Customer Operations Specialist position at Smarkets?
(Please note: This role requires you to be based in Chicago, Illinois or Indiana)
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
- Push to Win: We set ambitious goals and relentlessly pursue them, always striving for excellence.
- Make Others Better: We lift each other up, share knowledge, and celebrate team success over individual achievement.
- Give a Shit: We care deeply about our work, our users, and the impact we make.
- Be a Pro: We take ownership, act with integrity, and consistently deliver to a high standard.
- Bring the Energy: We bring positivity, curiosity, and enthusiasm to everything we do, inspiring those around us.
Culture Fit: These values define how we succeed as a team. If this isn’t you, this may not be the right place. We hire people who thrive in a fast-paced, collaborative, and ambitious environment.
Benefits
We offer a competitive salary package and benefits, along with a dynamic and collaborative work environment. Your work with us will make an impact and your voice will be heard. We are a diverse team with a strong work ethic and plenty of hunger to win. We have designed our benefits offering around Health, Wealth, Lifestyle and Development.
What happens next
We aim to have a simple and speedy hiring process and we want to make sure that we are right for you as much as the other way around.
- CV application review - We will review it as quickly as possible
- Let’s chat - Quick chat with our team about your experience and the role
- Quick take-away task
- Hiring Manager Interview - with the Customer Operations manager and a Senior member of the team
- Second Interview - with the Head of Marketing US
- Final Interview - A chat with a member of the Leadership Team
Diversity & Inclusion
We’re an equal opportunities employer and celebrate diversity in all its forms. If you need any adjustments during the recruitment process, please let us know — we’re happy to accommodate your needs.