• Take a lead role in developing the technical architecture and roadmap driving the transformation of our customer service tech stack. • Build architectural standards and best practices for ezCater’s software platform. • Set the technical strategy and vision for the Customer Service roadmap. • Strike a balance of quality and speed while working on company-level priorities. • Be a visionary leader providing guidance and mentorship to your teammates. • Raise the bar for software quality, architecture, and expectations in the engineering organization.

• Respond quickly and professionally to customer inquiries across all channels including email, live chat, Amazon, social media (comments, DMs), and other platforms across all brands • Resolve order issues, product questions, shipping concerns, and account inquiries with accuracy and empathy • Monitor and respond to reviews (Amazon, Yotpo, etc.) to protect and enhance brands reputation • Monitor and respond to social media comments, messages, and engagement, ensuring all interactions are timely, professional, and aligned with brand voice and customer experience standards • Process orders, returns, exchanges, refunds, and account updates • Maintain accurate and detailed records in CRM and support systems • Identify root causes of recurring issues and recommend improvements • Deliver high CSAT and contribute to increased retention and repeat purchase behavior • Monitor order flow and fulfillment systems (e.g., ShipStation) to proactively identify and resolve issues before they reach the customer • Review and correct address errors, flagged shipments, and delivery exceptions • Identify and escalate potential fraudulent orders based on risk signals and order patterns • Track and communicate back orders or fulfillment delays, ensuring timely customer updates and expectation management • Respond to inbound B2B inquiries (new leads, product questions, capabilities) • Qualify opportunities and route effectively to appropriate sales leadership • Support communication with active accounts as needed • Proactively engage high-value DTC customers and key accounts • Support follow-ups, upsell opportunities, and retention initiatives • Use tools such as Zendesk, HubSpot, Shopify, Amazon Seller Central, Slack, and Asana to manage workflows • Maintain clean, organized systems with full visibility into tickets and communications • Collaborate with leadership to build and refine SOPs and workflows • Actively integrate AI tools (ChatGPT, Claude, Gemini, etc.) into daily workflows • Build and refine prompts, templates, and workflows • Identify and implement automation opportunities to increase efficiency • Contribute to developing smarter systems and scalable processes

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Create new business revenue by understanding, targeting and developing relationships with potential high value players. - Successfully execute assigned key VIP sales KPIs. - Manage all aspects of the relationship with players, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary. - Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs. - Maintain a personalized relationship with players, including having one to one knowledge of customer profiles such as playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual. - Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms. - Communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members. - Utilize daily reporting and analysis to assist with making sound business decisions. - Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales. - Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively. - Fully comply with and uphold company expectations including policies, procedures, department goals and business strategy. - Handle difficult customer interactions and situations in a calm, professional and reasonable manner. - Work closely with VIP associates on upgrading potential VIP accounts to full VIP status. - Work closely with VIP Executive Hosts on upgrading accounts to higher tiers. - Conduct business with the highest level of integrity and honesty. Qualifications - 1 - 2 years of gaming experience either online or with a brick and mortar casino. - At least 1 year of experience in a sales related role. - Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management. - Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette. - Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions. - Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation. - Ability to communicate effectively with external contacts and all levels of employees. - The ability to travel and attend on and off property events throughout the United States and Canada. - Will attend high level events designed for our top customers. - Must be able to qualify for licenses and permits required by federal, state and local regulations. - MUST HAVE: Passion for sports, casino and/or sports & casino betting. Salary Range $61,000 - $81,000 CAD Benefits Penn Interactive provides best-in-class benefits to eligible employees, including: - Commission eligibility for most sales positions under applicable plans. - Bonus eligibility for most non-sales positions. - An array of options, expert guidance, and always-on tools personalized to meet the needs of your reality.

• Manage inbound and outbound calls • Resolve customer concerns effectively and efficiently • Build sustainable relationships and trust with customer accounts through open and interactive communication • Ensure customer satisfaction in every interaction • Keep records of customer interactions, process and update customer accounts and file documents • Follow communication procedures, guidelines, and policies • Take the extra mile to engage customers • Ad hoc tasks