Customer Success Specialist

**About the Role**

A sports betting education company is seeking a Customer Success Specialist to guide new customers through their partnered online casino welcome experience. This person will serve as the friendly face and voice that walks players through how to claim their welcome bonus, use their free play on slots, and record their winnings, ensuring a smooth, fun, and professional onboarding experience.

While the role involves repetitive daily tasks, it’s also highly interactive, you’ll meet new customers every day, help them succeed, and represent Hedgequarters with charisma and professionalism.

**Core Tasks:**

* Walk new customers through the online casino welcome bonus process (no gambling experience required).
* Onboard & guide new customers following internal SOPs
* Provide clear, upbeat, and friendly instructions over phone, chat, or video call.
* Build rapport with customers while maintaining brand professionalism.
* Answer customer questions promptly and escalate issues as needed.
* Maintain accurate notes and status updates within the CRM.
* Ensure customer onboarding tasks are completed within established SLAs (<1 hour response time).
* Collect feedback from clients to improve the onboarding experience.
* Assist with developing onboarding FAQs and SOPs for continuous improvement.
* Support general customer success and administrative functions as needed.

**Must-Haves:**

* 3+ years of experience in customer-facing roles (Customer Success, Account Management, or Support).
* Excellent verbal and written English communication skills — clear, warm, and empathetic.
* Charismatic and personable approach to customer interactions.
* Strong organizational and follow-up skills.
* Basic–intermediate proficiency in Google Sheets / Excel for simple reporting.
* Experience using CRM or helpdesk tools (e.g., Gorgias, HubSpot, Zendesk).
* Comfortable using Slack and Zoom for internal communication.
* Ability to work full-time EST hours.

**Nice-to-Haves:**

* Background in customer onboarding, hospitality, or concierge-style service roles.