Customer Support Associate | Jackpocket | $28-$28 | Remote (US) id-

December 30, 2024

Jackpocket is the first mobile lottery app in the U.S. that offers players a secure way to order official state lottery tickets, such as Powerball, Mega Millions, and more, via their smartphones. Were creating a more convenient, fun, and responsible way to play the lottery by modernizing the $300B global lottery market with a mobile platform that everyone, including grandma, can feel good about.

As a Customer Support Associate, you will serve as an expert resource for Jackpocket end users. You will handle incoming inquiries and requests across multiple channels with the goal of providing outstanding support and delivering the best customer experiences possible. The ideal candidate will have an outgoing personality, excellent communication skills, and experience with support platforms and social media channels.

Responsibilities
Respond to all customer inquiries and support requests across multiple channels and ensure users needs are met and issues are resolved
Manage ID... verifications, ACH requests, chargebacks, and other day to day operational functions
Communicate with end users via phone, voicemail, in app and web messaging, email, and social media and ensure positive customer experiences
Collaborate across internal functions and external third parties to resolve complex issues
Continually build and maintain expert level product knowledge

Qualifications
Prior B2C high volume support experience
Proficiency with CS platforms such as Helpshift or Zendesk
Excellent communication skills both verbal and written
Bilingual proficiency in English and Spanish
Experience communicating with customers via social media, app store reviews, etc.
Familiarity with payment processing systems and dispute resolution (ACH, credit cards, chargebacks, etc.)
Willing and able to work flexible and/or extended hours (evenings/ overnight)

The starting rate for this role is $28 per hour

This is a part-time non-exempt position eligible for overtime under FLSA requirements. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Jackpocket is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

Responsibilities
Respond to all customer inquiries and support requests across multiple channels and ensure users needs are met and issues are resolved
Manage ID... verifications, ACH requests, chargebacks, and other day to day operational functions
Communicate with end users via phone, voicemail, in app and web messaging, email, and social media and ensure positive customer experiences
Collaborate across internal functions and external third parties to resolve complex issues
Continually build and maintain expert level product knowledge

Qualifications
Prior B2C high volume support experience
Proficiency with CS platforms such as Helpshift or Zendesk
Excellent communication skills both verbal and written
Bilingual proficiency in English and Spanish
Experience communicating with customers via social media, app store reviews, etc.
Familiarity with payment processing systems and dispute resolution (ACH, credit cards, chargebacks, etc.)
Willing and able to work flexible and/or extended hours (evenings/ overnight)

The starting rate for this role is $28 per hour

This is a part-time non-exempt position eligible for overtime under FLSA requirements. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Jackpocket is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities

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