Operations Associate - Sportsbook Support Specialist

At Magic Eden, we’re building the future of crypto entertainment. We began our Web3 journey as the NFT marketplace - but that was only the start. Today, we create immersive, social, onchain experiences that bring together culture, trading, gaming, and entertainment. Our goal is bold and simple: make crypto accessible, exciting, and unforgettable for the next generation of users. Backed by top-tier investors including Electric Capital, Lightspeed Ventures and Paradigm, we’re a global team of passionate, scrappy, and wildly talented people who don’t believe in limits. If you’re ready to take on big challenges, own your impact, and help shape the next era of Web3, you’re in the right place.

As Magic Eden continues to broaden its footprint in Web3 entertainment, we're on the lookout for an Operations Associate who is natively fluent in sportsbook ecosystems. This role is crucial for providing support to players, resolving issues efficiently, and ensuring exceptional service across a 24/7 sports betting environment. Responsibilities include navigating bet-related inquiries, supporting players with account issues, troubleshooting crypto deposits and withdrawals, and spotting patterns or irregularities in wagering activity.

We're seeking someone who genuinely understands the sports bettor mindset — someone who knows the difference between a parlay and a teaser, can explain why a bet pushed, and intuitively grasps settlement logic. This role will primarily cover late-APAC / EU hours, including some weekend shifts.

Responsibilities

• Provide high-quality customer support to players, resolving sportsbook-related issues quickly and effectively.

• Troubleshoot account matters including deposits, withdrawals, bet settlements, voids, and promotional credits.

• Assist players with questions about bet types (singles, parlays, accumulators), and settlement rules.

• Work closely with operations, trading/risk, product, and engineering teams to identify and escalate edge cases.

• Maintain and manage internal tools, logs, spreadsheets, and documents for seamless operations.

• Assist in building and refining support processes, help center articles, and internal SOPs related to sportsbook operations.

• Monitor player sentiment and flag opportunities to improve the user experience.

• Support the team during high-volume sporting events, ensuring rapid and accurate communication.

• Adapt to a dynamic environment and step into additional duties as assigned.

Qualifications

• 8+ years of industry experience

• Deep familiarity with online sportsbooks, sports wagering mechanics, and common bettor workflows.

• Understanding of bet types including pre-match, live/in-play betting, parlays.

• Familiarity with bet settlement logic, including pushes, voids, partial payouts, and abandoned match handling.

• Understanding of crypto payments and comfort using blockchain explorers to diagnose issues.

• Genuine passion for helping customers and a commitment to excellent service.

• Highly organized with strong attention to detail.

• Comfortable learning new tools, dashboards, and operational systems.

• Strong problem-solving instincts with the ability to identify root causes quickly.

• Adaptability to a fast-paced, scrappy startup environment.

• Comfortable with non-standard hours during major sporting events (weekends, playoffs, etc.)

Pay & Benefits

• A fast-paced and collaborative environment

• Competitive compensation and equity options

• Flexible PTO

• Comprehensive health cover

• Wellness and work from home allowance

• Remote-first company

Equal Employment Opportunities at Magic Eden

Magic Eden is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Magic Eden believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.

Magic Eden also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Magic Eden’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws.

This employer participates in E-Verify.