Customer Experience Associate

3 weeks ago

Hoboken, United States Prophet Exchange Full time

**Customer Experience Associate**

* Hoboken, NJ

* Full-Time

* Customer Experience

* Customer Experience Associate

Customer Experience Associate

As a customer experience associate, you will be largely responsible for the user experience on the platform. Prophet, a peer to peer sports betting exchange, is a new concept in the United States, so you will have to know how the platform works backwards and forwards. Customer experience is generally an overlooked area in sports betting and beyond, and at Prophet we are making it a point of emphasis. We are looking for someone to handle the following responsibilities and embody the following qualifications:

**Responsibilities**

* - Understand the registration flows, accepting and requesting flows, and other inner workings of the platform in order to properly educate our customer base

* - Abide by New Jersey Division of Gaming Enforcement regulation when speaking with customers

* - Ensure customers are satisfied with their experience

* - Gather customer feedback regarding technical difficulties and points of confusion

* - Identify common issues and report it internally as well as determine the quickest solution to the problem in the interim

* - Oversee reports that will be sent to NJDGE

**Qualifications**

* - Ability to learn quickly and often

* - Analytical and problem-solving skills

* - Prior sports betting experience as a user

* - Excellent communication skills

* - Eagerness to help consumers understand the flows of the platform

* - Willingness to work with the product and marketing teams to build off of

**Continuous Deliverables:**

* - Identifying consumer behavior trends that point to areas of confusion for them

* - Brainstorming ideas for how to solve these areas of confusion by collaborating with the product and market operations teams

* - Assisting customers with other problems they may have with the platform

* - Understanding the necessary compliance we must abide by

* - Flagging money laundering consumer behavior

* - A weekly report illustrating what users are confused with on the platform, where you have seen the most of amount of issues arise, and how you think we can solve them by iterating the UI

* - In addition, a weekly report that illustrates where we can automate certain compliance functions to create less work for our CX analysts and more efficiency in that department

* - Creating plans to engage VIP users and retain them

**End Goals:**

* - Ultimately, this position will be the first line of defense for solving problems for our confused users. These associates will also be responsible for identifying users who are displaying money laundering behavior or other behavior that is not compliant with DGE or other gambling regulatory body rules. In addition, Prophet will rely on these associates for identifying common problems customers are having trouble with on the platform. Having a passion and understanding for sports betting is a must, as walking users through points of confusion will make up the bulk of the role. Lastly, creativity is a point of emphasis for these associates as collaborating with the product and market operations teams on how to iterate the product to help these users be less confused will be the most important part of the role.

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