Sophia Talmadge

IDR is seeking a Player Support Analyst III to join one of our top clients in Los Angeles, CA. This role is pivotal in enhancing the player experience by ensuring a safe and healthy gaming environment. As a key member of the Trust & Safety team, you will be instrumental in developing and scaling support models, processing appeals, and investigating reports. If you are looking for an opportunity to join a growing organization and work within an ever-growing team-oriented culture, please apply today!

Position Overview/Responsibilities for the Player Support Analyst III:

• Develop and implement strategies for the Trust & Safety Support Model, collaborating with various stakeholders to bring this vision to life.
• Enhance and scale Trust & Safety operational workflows through process development, workflow optimization, and automation.
• Define and achieve operational-level objectives and service levels to ensure excellence in the player journey.
• Oversee the configuration and maintenance of Trust & Safety support tools, including Knowledge Management Tools and Support CRMs.
• Manage sensitive ticket operations, ensuring timely responses and identifying trends and gaps.

Required Skills for Player Support Analyst III:

• Over 5 years of experience in Trust & Safety global operations management.
• Proficiency in working with Third Party Tech in an operations setting.
• Strong knowledge of customer support tools and functions.
• Excellent communication and critical thinking skills.
• Proven ability to solve complex challenges and thrive in dynamic environments.

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization
• Close-knit and team-oriented culture

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row