Social Media Customer Experience Host

• As a Social Media Customer Experience Host, you'll be the voice of Betway and Jackpot City across our social platforms, helping customers navigate their queries while protecting and enhancing our brand reputation. Whether you're resolving a withdrawal query, responding to a customer complaint, moderating a conversation, or identifying emerging sentiment trends, you'll play a critical role in shaping how customers experience our brands online.

Why we need you

• Our customers engage with Betway and Jackpot City around the clock, and social media is often their first point of contact. We need someone who can deliver exceptional customer support, moderate conversations, and manage brand sentiment across our social channels. Your ability to resolve issues, build trust, and protect our reputation will help create positive customer experiences and strengthen our brands every day.

What you'll do

In this role, you will

• Respond to customer queries, complaints, comments, and direct messages across Facebook, Instagram, X, and selected third-party platforms such as Trust Pilot, Reddit and other review sites.
• Assist customers with service-related enquiries, including deposits, withdrawals, account access, verification, CRM, promotional, and technical issues.
• Manage and resolve customer cases using Genesys and internal support systems.
• Escalate complex issues to the appropriate teams and ensure timely resolution.
• Monitor, moderate, and engage in online conversations to maintain a positive community environment.
• Login daily to track and analyse customer sentiment, identifying trends, risks, and opportunities that may impact the Betway and Jackpot City brands.
• Respond to brand mentions and reviews across owned and third-party channels, including Trustpilot, Reddit, and App Store Reviews.
• Collaborate with the social media marketing teams to improve the customer experience and provide valuable customer insights.
• Ensure all customer interactions are accurate, professional, compliant, and aligned to the brand's tone of voice.
• This list covers your core responsibilities – with the expectation that you assist the greater service host centre should this be required.

What you'll bring

We're looking for someone who is customer-focused, digitally savvy, and passionate about creating positive experiences through every interaction. You'll bring:

• 2-4 years' experience in customer service, social customer care, community management, or a contact centre environment.
• Diploma or Degree in Communications, Public Relations, Marketing, Journalism, Digital Media, Customer Experience, or a related field is Advantageous.
• Excellent written communication skills with the ability to adapt your tone to different situations and audiences.
• A strong understanding of social media platforms, online communities, and digital customer engagement.

Desirable skills you've got up your sleeve

It would be great if you also have some of the following skills

• Previous copywriting experience with the ability to adapt tone of voice across customer service and brand communications.
• Demonstrated community management experience within the iGaming, Sports Betting, or Digital Entertainment industry.
• Strong understanding of brand reputation management, public relations principles, and sentiment monitoring.
• Proficiency in customer support platforms, CRM systems, and case management tools, including Genesys.