Account Servicing Executive

Midnite is a next-generation betting platform that is built for today’s fandom. We are a collective of engineers and designers who all share a passion for sports and gaming. We exist to bring fans closer to the games they love through the excitement of betting on their favourites. Unlike the alternatives, Midnite doesn't feel like a website built two decades ago. Instead, it’s a cutting-edge creation, designed and constructed from the ground up with the latest technologies. Crafting an experience that’s truly intuitive, immersive, and immediately understandable is no walk in the park, but we thrive on the challenge. We believe we’re on the brink of creating something truly awesome.

As an Account Servicing Executive at Midnite, a leading UK sportsbook and casino, you will play a crucial role in ensuring our customers have an exceptional and frictionless experience. Operating within a highly regulated environment, you will be instrumental in profiling new players, guiding them through their customer journey from initial sign-up, and ensuring their ongoing activity is seamless. Your focus will be on ensuring customers are onboarded seamlessly during KYC & AML processes, all while delivering outstanding customer service. You will act as a primary point of contact for our valued customers, resolving queries efficiently and proactively identifying opportunities to enhance their overall satisfaction and loyalty.

Responsibilities:

• Help customers with any problems that arise when playing at Midnite, providing empathetic and effective solutions.
• Profile customers to ensure they are directed to the appropriate teams for specialised support, ensuring a tailored approach to their needs.
• Help profile and segment customers based on their needs.
• Make proactive calls to customers to ensure their satisfaction with the service provided and to gather valuable feedback.
• Assist customers via email with document and compliance requests to facilitate a seamless experience, ensuring all regulatory requirements are met.
• Maintain accurate and detailed records of customer interactions and transactions within our CRM system.
• Collaborate closely with compliance, fraud, and support teams to escalate complex issues and ensure timely resolution.
• Educate customers on Midnite's products, features, and responsible gaming tools.
• Flexibility to work ad-hoc evenings and weekends as and when required.

Essential Experience:

• Minimum of 1 year of experience in the iGaming industry, with a strong understanding of its unique operational demands.
• Proven experience in customer-facing roles, demonstrating excellent interpersonal skills.
• Demonstrated experience with customer communication over the phone and via email, with a clear and professional communication style.
• A proactive and results-oriented approach to customer service, with a focus on problem-solving and customer satisfaction.
• Strong attention to detail and ability to follow strict regulatory guidelines.
• Ability to work effectively in a fast-paced, dynamic environment.

What’s in it for you:

• You’ll have a key role in which you’ll be integral to our team culture and help shape the direction.
• Join our frequent company-wide gatherings and game nights that draw our community closer together.
• Safeguard your well-being with our comprehensive health insurance plan.
• A nursery salary sacrifice scheme allows you to pay your children's nursery fees directly from your paycheck.
• Enjoy 25 paid holidays a year, and take advantage of our paid maternity, paternity, and adoption leave for life’s important moments.
• Enhance your workspace with generous stipends for high-quality headphones and a remote work set-up tailored to your preferences.

At Midnite, we’re committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders. We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.