Head of Player Services at Jack's House, An Everyrealm Portfolio Company

Jack’s House is an esports casino platform coming in 2023. We offer a sleek esportsbook with all the top live matches, a full casino, and an innovative player experience that’s designed to make gamers and esports fans feel at home.

We’re looking for a driven individual to join our team and lead player services. As Head of Player Services at Jack’s House, you will lead a team dedicated to providing exceptional customer service and support to our players. You will play a vital role in maintaining high player satisfaction levels and driving our business growth through effective player engagement strategies. This is a unique opportunity to join a new, innovative igaming company at the ground floor.

Jack’s House is headquartered in New York City, but remote work is possible for the right candidate.

Primary Responsibility:

• Develop and execute a comprehensive player services strategy to enhance player satisfaction, loyalty, and retention and VIP support
• Oversee the day-to-day operations of the player services department, ensuring the highest level of customer support is provided across various communication channels (email, chat, phone, social media, etc.)
• Lead and motivate a team of player services representatives, setting performance goals and providing ongoing coaching and training
• Manage 3rd party customer support vendors and establish and maintain service-level agreements (SLAs) to ensure prompt response times and resolution of player inquiries and issues
• Collaborate with cross-functional teams, including marketing, operations, and compliance, to identify opportunities for improving player experiences and implementing effective solutions
• Implement and maintain player service policies and procedures, ensuring compliance with regulatory requirements and industry best practices
• Conduct regular analysis of player feedback and key performance indicators (KPIs) to identify areas for improvement and implement action plans accordingly
• Stay up-to-date with industry trends and player preferences, ensuring our services align with evolving player needs and expectations
• Act as an escalation point for complex player issues, providing swift and satisfactory resolutions
• Develop and maintain player-facing FAQs
• Work with internal and external teams in establishing anti-fraud protocols/processes that include monitoring player activity for signs of responsible gaming concerns and taking appropriate actions, in accordance with company policies and procedures

Requirements

• Bachelor's degree in a relevant field (Business, Hospitality, Marketing, etc.) or equivalent work experience
• Proven experience (2-5+ years) in a customer service or player services role within the online gambling or casino industry
• In-depth knowledge of online casino operations, player lifecycle management, and responsible gaming practices
• Strong understanding of player psychology and the ability to develop player-centric strategies
• Excellent communication and interpersonal skills, with the ability to effectively communicate with players and team members at all levels
• Strong leadership and team management skills, with a focus on mentoring and developing both internal and external teams
• Exceptional problem-solving and decision-making abilities, with a solution-oriented mindset
• Ability to work in a fast-paced and dynamic environment, managing multiple priorities and deadlines.
• Proficiency in using customer relationship management (CRM) software and other relevant tools
• Familiarity with relevant regulations and industry standards, such as anti-money laundering (AML) and know your customer (KYC) requirements

Benefits

• Competitive Salary (range $75K to $125K)
• Equity/Stock Option Plan
• Medical, Dental & Vision
• Commuter Benefits
• 401K