- Field live chats and emails through Intercom to resolve user inquiries during peak sports slates.
- Manage high-volume support interactions with urgency, accuracy, and brand consistency.
- Verify user accounts and investigate transactions using internal admin tools.
- Troubleshoot platform issues and resolve time-sensitive technical problems.
- Flag recurring user issues to help the team refine macros, FAQs, and documentation.
- Monitor chat volume during NFL and NBA games to ensure a smooth user experience.
TroubleshootingCustomer support