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Betting Customer Service Jobs in New York (NOW HIRING)

Fanatics Betting & Gaming

Senior iOS Engineer

New York, NY · On-site

$153.20K/yr

... and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming ... In order to deliver on our Customer Promise, we use best in class technologies; thus allowing ...

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How much do betting customer service jobs pay per hour?

As of May 28, 2026, the average hourly pay for betting customer service in New York is $20.56, according to ZipRecruiter salary data. Most workers in this role earn between $16.83 and $22.88 per hour, depending on experience, location, and employer.

What is a Betting Customer Service job?

A Betting Customer Service job involves assisting customers with inquiries related to betting accounts, payments, promotions, and technical issues. Representatives handle customer concerns via live chat, email, or phone, ensuring a smooth and enjoyable betting experience. They may also provide guidance on responsible gambling and troubleshoot issues with bets or transactions. Strong communication skills and knowledge of betting platforms are essential for this role.

What are the key skills and qualifications needed to thrive in the Betting Customer Service position, and why are they important?

To excel as a Betting Customer Service representative, you should possess strong communication skills, attention to detail, and a thorough understanding of betting products or sports wagering. Familiarity with customer support platforms, live chat tools, and betting industry software is usually required. Patience, problem-solving abilities, and a customer-oriented attitude help set professionals apart in this role. These skills are crucial for effectively resolving customer issues, maintaining compliance, and ensuring a positive player experience.

What are typical daily responsibilities for someone in a Betting Customer Service role?

As a Betting Customer Service representative, your daily tasks often include assisting customers with account inquiries, processing bets, resolving payment or withdrawal issues, and explaining betting rules or terms and conditions. You may communicate with customers through live chat, email, or phone, and need to handle multiple queries in a fast-paced environment. Collaboration with other teams, such as risk management or technical support, is common to resolve more complex cases. Consistently delivering prompt, accurate, and friendly assistance is key to ensuring customers have a positive experience and continue using the betting platform.
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Manager, Customer Experience

Fanatics Betting & Gaming

Jersey City, NJ • On-site

Full-time

Posted 11 days ago

Job description

About Us
Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.
About the Team
Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.
Overview
As a Manager, Customer Experience at Fanatics Betting & Gaming (FBG), you will help lead the sportsbook & casino customer experience function. A critical element of this role is ensuring that FBG customers remain satisfied throughout their experience.
In this role, you'll be a leader within the customer experience team, managing a team of Customer Experience Team Leads, Operations Specialists, and Customer Experience Agents. You will obsess over relentlessly enhancing the fan experience and ensure our customer experience team is equipped to provide the highest standard of customer care.
This role requires a highly analytical, consultative leader who can translate customer data and operational insights into strategic recommendations and cross-functional action plans.
You will identify departmental needs and help shape operational and product opportunities. Lastly, you will leverage your skills and experience to participate in cross-functional initiatives and play a critical role in translating customer feedback into actionable solutions across frontline, product, and engineering teams.
Responsibilities
  • Manage and develop Customer Experience Team Leads, fostering a culture of accountability, continuous improvement, and customer-centric thinking
  • Synthesize user insights and trends into clear, actionable recommendations that influence product, marketing, and operational strategy
  • Partner with cross-functional teams to diagnose customer journey gaps, prioritize opportunities, and drive execution against a strategic roadmap
  • Drive a culture of rapid issue resolution while identifying systemic improvements to reduce future customer friction
  • Establish and evolve support policies and procedures to meet the needs of staff, customers, and the business
  • Recruit, interview, and hire Customer Experience leads and agents
  • Train managers on standard policies and procedures while coaching them to think creatively and strategically about improving customer interactions
  • Develop and coach leads on analytics requirements, escalation procedures, and coaching best practices
  • Translate key metrics and performance data into resourcing strategies, process improvements, and experience enhancements
  • Quarterback critical site issues and escalate to the appropriate channels to ensure timely resolution
  • Analyze performance data to uncover root causes, identify trends, and recommend scalable solutions that improve efficiency and customer satisfaction
  • Use data-driven storytelling to influence senior stakeholders and drive alignment on customer experience priorities
  • Ensure the team follows all internal and external guidelines and regulations
  • Partner with business leaders to deliver key initiatives, support employee development, and build succession plans within the organization
  • Travel occasionally to Fanatics Betting & Gaming offices and other locations for conferences, events, and team activities
Qualifications
  • 5+ years of experience in operations, customer experience, strategy, or business operations roles
  • Experience in consulting, strategy, business operations, or similar roles that required translating data into business recommendations is highly valued
  • Demonstrated ability to lead large, diverse teams in a fast-paced, technology-driven environment
  • Strong analytical and problem-structuring skills, with the ability to break down ambiguous problems and develop actionable solutions from complex datasets
  • Strategic thinker with a structured approach to problem solving and a proven ability to translate insights into executable, cross-functional initiatives
  • Comfortable working in ambiguity and influencing without direct authority across multiple stakeholders
  • Exceptional communication skills, with the ability to synthesize insights and present clear, compelling recommendations to leadership
  • Experience building, scaling, or optimizing operational teams in a high-growth environment preferred
  • Entrepreneurial mindset with a passion for building and improving processes in a dynamic business
  • Deep empathy for the customer experience, consistently evaluating decisions through a customer-first lens
  • Highly organized with strong attention to detail, while able to operate effectively from strategy through execution
  • Collaborative leadership style with the ability to drive teams toward outcomes and deadlines
  • High curiosity and a proactive approach to learning, connecting insights, and identifying opportunities for improvement
  • Affinity for leveraging technology as a driver of customer experience improvements
  • Knowledge of online gaming, sportsbook, payments, or fraud systems is a plus
  • Bachelor's degree or equivalent experience required; advanced degree a plus
Additional Requirements
  • Must be able to obtain and maintain any required gaming licenses as mandated by state regulatory bodies

Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE-a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process.
For information about our benefits, please visit https://benefitsatfanatics.com/
Ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. The range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual offer is confirmed. In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/
Salary Range
$107,000-$130,000 USD
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