• Provide exceptional customer service as brand ambassador for sports fans • Support all aspects related to customer's digital sports platforms • Create best-in-class experiences for fans • Educate fans and help them accomplish their streaming goals • Use technology tools to resolve fan inquiries • Develop and maintain knowledge of client’s products and services

• Provide friendly, clear, and professional support via email and chat. • Assist customers with inquiries about our products, claims, payments, and account management. • Guide customers through processes such as onboarding, data changes, or policy updates. • Escalate complex issues to managers or specialists when necessary. • Collaborate closely with colleagues to ensure quick and accurate responses. • Contribute to improving support processes and knowledge base content.

• Act as a subject matter expert on all supported titles, maintaining a deep technical understanding of game mechanics to provide high-tier troubleshooting and guidance. • Manage and moderate social media and community platforms to ensure compliance with platform guidelines, community standards, and company policies • Actively engage with community members to encourage constructive dialogue and positive participation • Accurately assess user-generated content, distinguishing between sarcasm, humor, criticism, and genuine harassment or policy violations • Enforce moderation actions consistently, fairly, and without bias, escalating issues as required • Respond to community inquiries, concerns, and reports in a professional and empathetic manner • Identify emerging community trends, risks, or recurring issues and communicate insights to internal stakeholders • Support incident response and sensitive situations with sound judgment and discretion

• Manage requests from the customer user-base, across our HTB platforms and be able to reproduce user-reported issues • Forward requests to relevant parties internally for solution provisioning or additional checks • Communicate in real-time with users via Intercom and in exceptional cases through Discord • Update relevant stakeholders on a daily basis on the progress of technically complex issues • Open internal JIRA tickets for relevant teams, including reproducible steps, based on the platform and the nature of the issue (bug or user issue) • Evaluate the impact of issues, either in frontend or backend, and take appropriate actions • Maintain a high level of familiarity with our platform.