DESCRIPTION

We’re focused on having the best customer experience in the betting and gaming space. We aren’t willing to accept being marginally better.
As we continue on our mission, we’re looking for a talented Customer Success Advocate to join the team to help build the best entertainment brand in the world.

The standard job title for a position like this is Customer Support Specialist. But at Rivalry, we call this position a Customer Success Advocate. Why an advocate? Because our Customer Success team advocates for our users.
As a Customer Success Advocate, you’ll be expected to have a great understanding of all things iGaming, and ideally you have some crypto knowledge or interest in the crypto space, too.
PLEASE NOTE: This role provides full-time hours, but those hours fluctuate to accomodate for our customers. We’ll discuss what your hours could look like in the first call with us, but keep in mind that flexibility to accomodate a fluctuating schedule is a requirement of the job.

If you join the Rivalry team, you will:

• Deliver memorable customer support, in any language - Rivalry’s user-base is global and multilingual, you will be expected to provide top quality support to all of our global customers. You can always use a translation tool to chat with our customers where needed.
• Work towards understanding the needs of our customers and have some underlying knowledge of iGaming, traditional sports, esports, Web3 and crypto.
• Promote relevant Rivalry products and features based on user needs and interactions.
• Collaborate with multiple departments and the rest of the team to make sure any customer issues are diagnosed and resolved ASAP.
• You will deliver feedback to our Product, Payments and Marketing teams.
• You will escalate customer issues with relevant details using the proper channels.
• Create content for our customers in the form of articles and automated workflows.
• Work in a regulated environment - Rivalry operates in a highly regulated space. All staff will need to build an understanding of these regulations and keep up to date with changes that affect your workflows. Don’t worry, we’ll help with all of that with top-class training.
• Improvise, adapt, overcome - You will need to be constantly learning, growing and developing skills to make you rock your work.
• Be a self-starter, your best self and become part of the team and the culture.
• We know life isn’t always 9–5—and our customers aren’t either. You’ll have flexibility in your schedule to support work-life balance, as long as team coverage and customer needs are met. You can request or swap shifts when needed.