Sportsbetting Support Lead
About the Role
You will handle high-complexity bet escalations, diagnose and resolve market disputes, and guide bet settlement and grading logic. You will draft and maintain sportsbook SOPs and policies, train and mentor junior support specialists, and work with trading, risk, product, compliance, and engineering to resolve edge cases. You will support incidents during peak sporting events, work queues, analyze cases for systemic issues, and contribute to product and UX improvements.
Requirements
- 3–7+ years of direct experience in sportsbook operations, customer support, bet settlement, or trading support at an online betting operator
- Expert-level understanding of American, Decimal, and Fractional odds
- Expert-level understanding of pre-match and live betting
- Expert-level understanding of accumulators, parlays, and system bets
- Expert-level understanding of settlement rules including pushes, voids, abandoned matches, and grading logic
- Experience with provider-specific quirks such as BetConstruct, Betradar, or in-house engines
- Familiarity with crypto betting and wallet-based wagering preferred
- Strong analytical skills and ability to troubleshoot complex bet flows
- Experience drafting SOPs, workflows, or policy documentation
- Strong communication skills and ability to explain technical or nuanced decisions clearly
- High attention to detail and operational discipline
- Comfortable working non-standard hours during major sporting events
- Prior experience mentoring or training junior colleagues is a plus
Responsibilities
- Serve as the internal subject-matter expert for sportsbook mechanics including odds formats, settlement logic, rulesets, market types, and exception handling
- Draft, maintain, and refine sportsbook support policies, bet settlement SOPs, escalation paths, and help center documentation
- Manage complex or sensitive customer cases related to bet results, market disputes, voids, partial payouts, or trading adjustments
- Train and mentor junior Support Specialists
- Partner with trading, risk, product, compliance, and engineering teams to diagnose edge cases and shape workflows
- Support incidents during high-volume sporting events and ensure rapid, accurate communication
- Monitor user feedback and contribute to product and UX improvements
- Remain hands-on with support operations by working queues, analyzing cases, and identifying systemic improvements
Benefits
- Equity options
- Flexible PTO
- Comprehensive health cover
- Wellness allowance
- Work from home allowance