Payment Support Specialist

Jackpot is on a mission to create the most trusted online lottery and gaming destination and we’re starting by building the world’s most user-friendly digital lottery platform. We are continuing to grow our team, where you will be a key team member and contributor to the business. Our exceptional team members are alumni of some of the best companies in the world: StubHub, Google, Intuit, DoorDash, Lyft, Twitch and more. Come build with us!

ABOUT THE ROLE:

Reporting to our Head of Trust & Safety, the Payment Support Specialist will help protect our payment systems while ensuring a smooth experience for our customers. You’ll handle chargeback analysis, spot trends to reduce disputes, and work closely with our Trust & Safety team.

You’ll also review transactions for risk, approve fund transfers, and support escalated customer issues. Strong communication and attention to detail are key as you assist with compliance reviews and work directly with customers to resolve issues.

WHAT YOU'LL DO:

• Analyze chargeback cases for validity and craft responses to issuers. 
• Identify chargeback trends and partner with the Trust & Safety team to reduce incoming chargebacks.
• Review customer transactions for risk and compliance indicators.
• Approve fund transfers for customers in alignment with company policies.
• Act as a subject matter expert on issues escalated by the Customer Support team. 
• Communicate directly with customers to resolve outstanding issues.
• Assist with compliance related reviews and notifications.

YOU IDEALLY HAVE:

• 1-2 years of experience managing chargebacks, preferably for an eCommerce merchant.
• Experience in payments or operations  within a support organization.
• Prior fraud or risk mitigation experience
• Experience using Zendesk
• Strong attention to detail and high degree of accuracy.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.

WHAT WE CAN OFFER YOU:

• $55,000-$62,000 base salary + bonus 
• Benefits on par with leading, progressive tech companies (think 100% employee-only coverage, monthly HSA contribution, etc.)
• 401k
• PTO/Sick Time
• Paid Parental Leave
• The opportunity to have a voice, say, and “leave your fingerprints” on our product and business
• A culture of trust and accountability

Our Core Values:

• Decisiveness
• You don’t fear failure and you don’t fail the same way twice
• You have strong opinions but are also open minded to new ideas
• You aren't just fast, you're the fastest
• Grit
• You persevere in the face of challenges and adapt to change
• You always follow through on your commitments – you live a 1:1 say/do ratio
• You execute with a founder mentality
• Lifelong Learning
• You are always seeking and implementing feedback
• You are not a finished product and are always searching for knowledge and a means to improve yourself
• You embrace and learn from constructive conflict

About Us:

In the United States alone, over 150m people per year purchase a lottery ticket. The $100B lottery industry is one of the last major industries to allow buyers to transact digitally, with ~5% of sales coming from online transactions.

At Jackpot, we’re seeking to change that. We are looking to build the world’s most user-friendly digital lottery and online gaming platform, leading the charge in bringing this industry into the 21st century through innovation and variety. Jackpot brings verified, official state lottery tickets online, by leveraging its digital platform and proprietary technology to give customers the ability to play anytime, via a user-friendly mobile app or desktop experience.

Having recently closed a $42.5M Series A, Jackpot is backed by some of the biggest names in sports, media, and entertainment, including the Dallas Cowboys, New York Yankees, San Francisco 49ers owners' Aurum Partners, the Tish family (co-owners of the New York Giants), Detroit Venture Partners (run by Cleveland Cavaliers owner Dan Gilbert), and BettorCapital. In addition, the round was co-led by Accomplice and Courtside Ventures, with participation from the Kraft Group, Michael Rubin, Sapphire Sport, Haslam Sports Group, Elysian Park Ventures, Arctos Sports Partners, LionTree, Theo Epstein, Fenway Sports Group President Mike Gordon, DraftKings co-founder and CEO Jason Robins, NBA stars James Harden and Joel Embiid, NHL legend Martin Brodeur, musical artist Lil Baby, and Boston Red Sox President and CEO Sam Kennedy, among others.