IN Associate - Operations Support
About the job
SummaryBy Outscal
Operations Support Associate with 1+ years of experience in Gaming/E-commerce. Strong Excel skills, fluent English, and experience in handling escalations required.
Who We Are
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution.
We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.
Profile
The candidate should be an analytics-driven individual with excellent problem-solving skills
The candidate is expected to have proven experience in root cause analysis and handling escalated issues promptly in an internet company
The candidate is expected to have the experience in handling general inquiries and escalated issues promptly within an online customer service structure
The candidate is expected to be detail-oriented for financial data check with hands-on experience of back-office systems
Responsibilities
Handling day-to-day backend operations including query resolution, content management and escalations
Monitoring and managing Customer Service operations for one or more countries (currently 4)
Analyse the Customer Service processes and help identify areas of performance improvements
Handling level 2/ 3 escalations providing support to our Customer Service team by analysing data and customer history
Escalations to Technology team, Trading and Payment providers as required
To reconcile online payment transactions and monitor the success rate from downstream service providers
To check potential fraud activities to mitigate the risk in online transactions, and escalate issue promptly if needed
To execute daily & monthly payment review and provide reports if needed
Website content management including banners and comments filtering
Requirements
Fluent in written and spoken English
Strong Excel / Google Spreadsheet skills
1+ years of ops support experience in Gaming or E-Commerce or related internet company
An interest in sports is a plus
Working knowledge of database architecture and management (preferably MySQL and Oracle) is a plus
Bachelor’s degree and above in a related subject (science major) would be beneficial
Should be flexible to work in night shifts and weekends on a rotation basis
Benefits
Annual Performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Annual company retreat - Our Operations team went to Goa in 2022 and Udaipur in 2023 and more TBC!
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
Remote 30 min Aptitude Test
Remote screening with our Talent Acquisition Team
Remote interview loop with 2x Ops Team Members (30 mins each)
Document verification
24-72 hour feedback loops throughout the process
Working at Sporty
The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.
Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
Benefits
Annual Performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Annual company retreat - Our Operations team went to Goa in 2022 and Udaipur in 2023 and more TBC!
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
Remote 30 min Aptitude Test
Remote screening with our Talent Acquisition Team
Remote interview loop with 2x Ops Team Members (30 mins each)
Document verification
24-72 hour feedback loops throughout the process
Working at Sporty
The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.
Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
About The Company
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform which serves millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users, and attract and retain them with a dynamic and flexible work life which empowers them to create value and rewards them generously based upon their contribution.
We’re fortunate enough to have already built a capable and proven team of 500+ high achievers from a diverse set of backgrounds with a common thirst for excellence and we are constantly looking for more talented individuals to power our growth and serve our users further via their grit and innovation.
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