As Magic Eden expands into the world of crypto-enabled gaming experiences, we're looking for an Operations Associate with true degen spirit and startup hustle. This role is all about supporting players in a fast-paced sportsbook environment, helping them navigate bet settlements, deposits and withdrawals, promotions, and general platform support. We're seeking someone who lives and breathes sports betting culture, understands crypto rails intuitively, and has hands-on experience as a crypto sportsbook player.
Description
As Magic Eden continues to broaden its footprint in Web3 entertainment, we're looking for an Operations Associate who is fluent across casino and sportsbook ecosystems.
This role is central to delivering a seamless player experience, supporting users, resolving issues efficiently, and maintaining high service standards across a 24/7 gaming environment. Responsibilities include handling gameplay and betting inquiries, supporting players with account issues, troubleshooting crypto deposits and withdrawals, and identifying patterns or irregularities in player activity.
We’re seeking someone who genuinely understands the player mindset across casino and sports, someone who can explain how bets are settled, why outcomes occur (e.g. pushes, voids, bonus mechanics), and how different game types behave. You should be comfortable navigating both wagering and gameplay scenarios, with a strong intuition for how players interact with the platform.
This role is part of a 24/7 operations team, with shifts spanning multiple time zones, including nights and weekends.
Responsibilities
- Provide high-quality customer support to players, resolving casino and 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.
- Monitor, assess, and respond to risk alerts to ensure timely mitigation of potential threats
- Ensure compliance with company policies and applicable gaming regulations
- 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
- 5+ years of experience with deep familiarity with online casinos, 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.)
- Previous experience in customer support or community-facing operations is preferred.
