Customer Operations Executive

Who are we? Smarkets: Predicting the Future of Betting Smarkets runs one of the world’s most sophisticated prediction markets, handling over £29 billion in volume since 2010 and engaging 200,000+ traders globally. We’re a technology company that happens to revolutionise betting - from sports to political markets, to delivering the sharpest prices and the fairest odds. Our stack is designed for scale, reliability, and speed: Linux, Kafka, Postgres, Kubernetes, with Python 3, C++17, and React powering our platform. We build infrastructure that institutions trust while keeping trading accessible to everyone. Our edge? We’ve thrived through every market cycle, competitor, and industry revolution. At the heart of our success are our people. We create a high-performance environment where exceptional talent can thrive, blending deep business experience with a commercial mindset to drive strategic growth. If you’re ready to help shape the future of prediction markets with cutting-edge technology and a customer-first philosophy, Smarkets is where you belong. The Team As a Customer Operations Executive you will be the first point of contact for all Smarkets customers. You will interact and assist customers through multiple channels, as well as ensure that the site is live and accessible. Role expectations and responsibilities You will be answering customer queries, processing payments and reviewing customer documentation, as well as collaborating with other teams to make sure that issues impacting customers are identified and resolved in a timely manner. Above all else, providing an exemplary level of customer support and user experience is the main focus of the role. Responsibilities: Provide outstanding customer support via email, live chat and social media Verify customer documents (KYC) Troubleshoot customer queries, providing fast and accurate solutions Resolve technical and transactional issues, including deposits, withdrawals and login problems Collaborate with the customer operations team and wider company to offer the best possible customer experience Adhere to internal policies and external regulations Role Requirements: Excellent written and verbal communication skills, with the ability to interact with technical and non-technical stakeholders of various levels. English level C2 is essential Strong computer literacy skills Outstanding attention to detail, problem solving and time management skills Ability to handle high-pressure situations and manage multiple queries simultaneously Eligible to work in Malta and able to work on a flexible schedule, including evenings, weekends and public holidays Nice to have: 6 months+ experience in igaming or customer operations/support Additional languages - especially Swedish Knowledge of sports betting and betting exchanges Passion for sports Our Values Our values are at the heart of everything we do - guiding how we work, collaborate, and innovate. They reflect what we expect of ourselves and each other to deliver the best results, while fostering a positive, high-performing environment: Push to Win: We set ambitious goals and relentlessly pursue them, always striving for excellence. Make Others Better: We lift each other up, share knowledge, and celebrate team success over individual achievement. Give a Shit: We care deeply about our work, our users, and the impact we make. Be a Pro: We take ownership, act with integrity, and consistently deliver to a high standard. Bring the Energy: We bring positivity, curiosity, and enthusiasm to everything we do, inspiring those around us. Culture Fit: These values define how we succeed as a team. If this isn’t you, this may not be the right place. We hire people who thrive in a fast-paced, collaborative, and ambitious environment. Perks & Benefits We offer a competitive salary and benefits package, alongside a dynamic, collaborative environment where your work truly makes an impact and your voice is heard. Our team is diverse, driven, and ambitious - united by a strong work ethic and a hunger to innovate and win. Our benefits are designed around Health, Wealth, and Development, supporting you both professionally and personally. What happens next? CV application review - We will review it as quickly as possible Take-Home Task - At-home assignment to show off your skills Let’s chat - Quick chat with our team about your experience and the role Experience and Mindset Chat - Cultural Fit Final Interview - Hiring Manager Interview + LT chat