Player Experience Associate

Job Description

Entry Level Player Experience Associate

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About Gains.com

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Gains.com is a fast-growing U.S.-based gaming and entertainment platform built with a premium product mindset. We care deeply about trust, speed, and user experience, and we move quickly as a small, highly aligned team. This role sits at the center of how players experience Gains.

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The Role

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The Player Experience Associate is a frontline member of our Player Experience team and one of the first people a player talks to when they need help. You'll own the day-to-day queue: answering questions, resolving account and payment issues, and making sure every player walks away feeling taken care of.

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This is an early-career role. You don't need years of experience, but you do need strong judgment, clear writing, and real care for how people are treated. You'll learn our tools, our product, and the rules that come with a regulated money-handling business, and you'll be trusted with real responsibility quickly.

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You'll work alongside our senior Player Experience Associates and have direct visibility into what leadership is prioritizing and why.

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What You'll Be Doing

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• Respond to player conversations in Intercom with speed, accuracy, and empathy
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• Resolve player issues end-to-end, escalating the ones that need a senior teammate and owning the ones that don't
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• Handle account-level requests, including verification and payment questions, with care and attention to detail
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• Spot recurring issues and flag patterns to the team so we can fix root causes
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• Contribute player feedback that helps shape product and UX decisions
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• Help keep our internal help docs and processes current as you learn them
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About You

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• Strong written communicator who can explain things clearly and kindly
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• Calm, professional, and empathetic under pressure
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• Detail-oriented, especially when money or accounts are involved
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• Comfortable with ambiguity and willing to ask when you're not sure
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• Curious about why players behave the way they do
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• Dependable, with a track record of showing up and following through
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• Motivated by ownership and impact, not scripts or rigid process
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Experience

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• 0 to 2 years in a customer-facing role; support, hospitality, retail, or similar all count
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• Gaming, casino, sportsbook, or fintech exposure is a plus, not a requirement
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• Comfortable learning new tools and systems quickly
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• Flexibility to work a dynamic schedule, including weekends and holidays, with a proven track record of reliable attendance
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Perks

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• Competitive salary
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• Medical, Dental, and Vision insurance
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• New MacBook computer
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• Remote-first, flexible work hours
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• Stock Options
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• High ownership, low bureaucracy
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• Direct access to leadership
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• Real impact on a fast-scaling product
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