• Assist travelers with new bookings, itinerary changes, disruptions, urgent issues, and complex requests • Provide empathetic, professional support via phone, email, and chat • Ensure every interaction reflects our values of speed, care, and efficiency • Coordinate with Tech, Sales, Customer Success and Product teams to resolve user issues • Cover night shifts - 10pm to 6am • Stay updated on airline policies, travel regulations, and system changes

• Assumes responsibility for the effective and professional completion of call center representative functions. • Receives customer telephone questions and complaints in a professional manner. • Answers inbound calls in a timely manner. • Responds to customer inquiries. • Provides personalized customer service by responding to the needs of the customer. • Manages and updates customer profile with the status of each customer. • Coordinate with departments to achieve customer satisfaction. • Build customer loyalty by meeting customer expectations. • Evaluate problems of the customers and provide logical lasting solutions. • File disputes for customers in accordance with Regulation E. • Replies to all corresponding email. • Assumes responsibility for establishing and maintaining effective coordination and working relationships with other departments and management. • Keeps supervisor informed of significant problems. • Corresponds with Fraud Department of potential fraudulent activity. • Maintains effective working relations with the operations department.

Title: Senior Trader Location: ENG, United Kingdom FLORIDA Job Description: Job description What are we building? Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically. Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us? What’s the position? The Senior Trader will report to the Trading Proposition Manager and will be a leader within a team responsible for price creation, price management, monitoring and communicating risk, bet acceptance and optimizing profitability. You will develop a command of our trading system architecture and how it interfaces with third party suppliers. You will continuously deliver innovative consistent bespoke pricing targeting to specific demographics where required. You will have deep knowledge of sportsbetting, odds compilation, diverse trading strategies. You will have sportsbetting industry experience within a trading environment. Job requirements What are we looking for? You will be comfortable in data and detail, a mentor and support to your colleagues. You will have strong communication and presentation skills. You will be decisive, and logical in your thinking. You will be a subject matter expert on sports and the sportsbetting industry. You will be customer focused and proactive in how and when we deliver our proposition to them What’s in it for you? We offer our employees more than just competitive compensation. Our team benefits include: - Competitive pay and benefits - Flexible vacation allowance - A hybrid home / office working model - Startup culture backed by a secure, global brand Roster of uniques We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer). All done! Your application has been successfully submitted! Other jobs You've already applied for this job We appreciate your interest in this position. Unfortunately, you have already applied for this job.

Role Description As a Senior Customer Support Engineer at Upbound, you won’t just resolve tickets, you'll own the customer experience from first touch to full resolution, setting the standard for what world-class technical support looks like in the cloud-native ecosystem. You’ll be a trusted technical advisor to our customers, working alongside Product, Engineering, and Customer Success to make every interaction exceptional. This role reports into the Customer Experience team at Upbound, a signal of how seriously we take support as a strategic function, not an afterthought. This is a high-impact role for someone who gets genuine satisfaction from solving hard problems, has a natural drive to help, and believes that great support is a craft not a function. - Serve as a primary technical resource for customer inquiries related to Upbound’s products Spaces, Cloud, Official Extensions, Marketplace, Registry & More delivering a “wow” experience with every single touch. - Apply a structured, methodical troubleshooting approach to diagnose and resolve complex customer issues, moving efficiently from hypothesis to root cause. - Triage, own, and drive tickets to resolution with urgency and clear communication proactively keeping customers informed every step of the way. - Identify, document, and escalate bugs and product issues to Engineering with thorough reproduction steps, collaborating closely to ensure fast resolution. - Partner with the Solutions team on complex, strategic customer requests, ensuring seamless handoffs and continuity of experience. - Capture and contribute knowledge back to the team building and maintaining a high-quality internal knowledge base using KCS (Knowledge-Centered Service) methodology. - Gather and synthesize customer feedback to surface trends, advocate for product improvements, and drive process enhancements across the team. - Build or contribute to agentic tooling, automation, and internal workflows that meaningfully elevate the support experience and scale your own impact. Qualifications - 4+ years of experience in a technical support or customer-facing engineering role, ideally in a SaaS or enterprise infrastructure environment. - A natural “helper gene” you’re energized by solving problems for others and take personal ownership of customer outcomes. - Strong, systematic troubleshooting methodology you approach complex issues with a clear framework, not just instinct. - Solid experience with Kubernetes, cloud-native technologies, and infrastructure-as-code. - Excellent written and verbal communication skills you can explain deeply technical concepts to any audience without losing precision. - A customer-first mindset with a relentless drive to deliver experiences that genuinely delight. - Solid experience with Kubernetes and cloud-native technologies — including Helm, OCI artifact distribution, RBAC, admission webhooks, and policy frameworks (OPA/Gatekeeper, Kyverno). - Able to drive root cause analysis independently using observability tooling — Prometheus, Grafana, Loki, or equivalent — without needing Engineering to interpret metrics or traces for you. - Experience with vulnerability management in containerised environments — triaging CVE severity, assessing blast radius, and communicating risk and remediation timelines to enterprise security teams. Requirements - Hands-on experience with Upbound and/or Crossplane. - Familiarity with KCS (Knowledge-Centered Service) practices and methodology. - Experience building agentic tooling, support automations, or AI-assisted workflows to improve customer outcomes. - Proficiency with Unix-like shells and command-line interfaces. - Scripting skills in Python, Bash, or similar. - Startup experience you know how to operate with ambiguity and move fast. - Hands-on experience with GitOps tooling (ArgoCD or Flux) and familiarity with reconciliation failure modes — drift, conflicts, dependency ordering. - Background in platform engineering or internal developer platforms (IDPs) — you understand what platform teams are trying to build and why it breaks. - Working proficiency in Go — enough to read Crossplane/provider source and identify relevant fixes. Benefits - At Upbound, you’ll help shape the systems and strategies that drive predictable, scalable growth in a product-led company embracing usage-based models. - If you're excited to build from the ground up, work with cutting-edge cloud technologies, and directly impact how revenue is generated and scaled—this is your seat at the table.