Customer Support Representative

Boom Entertainment is redefining the way fans engage with sports through innovative, high-quality sports products. Our flagship app, Boom Sports, delivers a fast, fun, and accessible Daily Fantasy Sports experience that’s open to players of all skill levels. To date, players on Boom Sports have won close to $100 million in prizes, and our user base continues to grow as more fans choose Boom as their go-to place to play.

Boom is a small team with high standards. We move fast, operate with urgency, and expect high ownership. You will be trusted to figure things out, spot issues early, and drive solutions without heavy process or close oversight. If you want responsibility and work that has real impact, Boom can be an excellent fit. If you prefer a slower pace, highly defined tasks, or being told exactly what to do each day, Boom may not be the right environment.

We are seeking a fully remote Customer Support Representative. Schedule flexibility is important, as shifts may vary. The initial schedule will be Sunday through Thursday, 11:00 a.m. to 7:00 p.m. ET, with the possibility of changes over time.

This is a contract-to-hire role (U.S.) or an international consultant position (outside the U.S.).

• For international candidates: Compensation will be set in line with competitive local market rates for this role and level of experience.

Responsibilities: 

• High volume live Customer Support for contest entrants via email and live chat feature - Zendesk and Intercom
• Handling support requests and escalating them to the appropriate parties 
• Monitor for critical site issues and escalate to the proper channels to ensure a speedy resolution
• Resolve contest inquiries regarding sporting rules & account and billing inquiries from users
• Requests include: verifying user identities during sign-up, gameplay questions, the status of withdrawals, and more

Qualifications: 

• 2+ years of experience in a customer support or operations role (sports, tech, start-up, a plus) 
• Proven ability to handle high-stakes, time-sensitive customer inquiries with empathy and professionalism, particularly in real-money or high-engagement environments
• Knowledge of and enthusiasm for sports, sports gaming, and technology are a must 
• Knowledge of online gaming fraud, payments, gaming tools, systems, and reports is highly preferred
• Demonstrated curiosity and initiative in using AI tools to improve speed, clarity, and quality of work.
• Ability to work autonomously, prioritize effectively, and make sound decisions in a fast-paced remote environment 
• Must be located in one of the following time zones: EST, CST, MST, or PST
• Experience working with Customer Support tools like Zendesk and Intercom
• Outstanding written communicator 
• Collaborative, team-oriented mindset
• Strong internet connection and reliability

This role is not for you if:

• You prefer a steady state job where priorities rarely change.
• You want highly detailed instructions before starting work.
• You are uncomfortable owning deadlines and accuracy without close oversight.
• You do not enjoy improving processes, documentation, and structure where gaps exist.

If you're excited about this role and confident in your fit, you're welcome to reach out to our Head of Customer Support on LinkedIn or email [email protected] with the subject line: Application for Boom - [Role] - [Your Name], with a brief note explaining why Boom should hire you for this role. To be considered, candidates must have applied through our portal.