Senior Customer Operations Executive

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

Our Customer Operations team sits at the centre of the Smarkets ecosystem. As a Senior Customer Operations Executive, you will act as both a frontline expert and an operational anchor, supporting customers, guiding colleagues, and ensuring that our platform remains accessible, compliant and best in class

Role expectations and responsibilities

As a Senior Customer Operations Executive, you will handle complex customer queries, provide mentorship to junior members of the team and take a proactive role in improving processes, identifying customer contact trends and supporting operational excellence across the department.

While you will offer outstanding customer service across live chat and email, you will increasingly be involved in escalations, regulatory adherence, and cross-team collaboration to ensure a seamless customer experience.

Responsibilities:

• Provide outstanding customer support via email, live chat and social media

• Manage high-complexity cases including KYC, payments, settlements, technical troubleshooting and safer gambling concerns

• Ownership of escalated issues, ensuring timely and accurate resolutions

• Supervise and mentor junior team members, providing guidance and quality assessment

• Support the Customer Operations manager in maintaining SLAs and ensuring shift efficiency

• Assist with onboarding and training new joiners

• Identify customer pain points and operational pain points, proactively suggesting improvements

• Ensure all customer interactions 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

• Minimum 12+ months in Customer Operations/Support, ideally within the iGaming or Fintech industries

• Proven experience handling escalations and complex queries

• Outstanding attention to detail, problem solving and time management skills

• Ability to handle high-pressure situations and manage multiple queries simultaneously

• Knowledge of sports betting and exchange platforms, and keen interest in sports
  

Nice to have:

• Familiarity with UKGC, MGA and SGA regulatory requirements

• Additional languages - especially Swedish

• Skilled in identifying process gaps and contributing to operational improvements

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​

We aim to have a simple and speedy hiring process and we want to make sure that we are right for you as much as the other way around.

• CV application review - We will review it as quickly as possible

• Quick take-away task

• Let's chat - Quick chat with our team about your experience and the role

• Hiring Manager Interview - with the Customer Operations manager and a Senior member of the team

• Second Interview - with the Head of Customer Operations

• Final Interview - A chat with a member of the Leadership Team

Diversity & Inclusion

We're an equal opportunities employer and celebrate diversity in all its forms. If you need any adjustments during the recruitment process, please let us know — we're happy to accommodate your needs.