Sportsbetting Support Lead

Location

Melbourne, Australia

Employment Type

Full time

Location Type

Remote

Department

Operations

Overview

At Magic Eden, we’re breaking down barriers to make Web3 what it should be — intuitive, accessible and of course, magical. As the #1 Bitcoin dApp and the #1 NFT marketplace, we’re leading the charge to redefine the onchain experience. Backed by top-tier investors like Sequoia, Paradigm, Electric Capital and Lightspeed Ventures, we’re building a future where trading is seamless, tokenomics are meaningful and Magic Eden fulfills its mission of making digital ownership universal. Join our global team of passionate, scrappy and wildly talented people to help shape the next era of Web3 with us.

As Magic Eden expands further into crypto-enabled gaming, we’re searching for a Sportsbetting Senior Specialist or Support Lead with deep expertise in sportsbook operations and a hands-on approach. This role is critical for owning bet-related escalations, shaping internal policies, training junior specialists, and serving as our in-house expert on sports wagering logic. We’re looking for someone who has lived inside the sportsbook world for years — someone who understands markets, odds formats, settlement rules, bet grading, and the many edge cases only a true native would recognize.

Description

As Magic Eden continues to build world-class gaming experiences, we’re seeking a Sportsbetting Senior Specialist or Support Lead who can combine deep sportsbook knowledge with operational excellence. This role sits at the intersection of customer support, sportsbook logic, and process ownership.

You’ll handle high-complexity escalations, draft internal policies and SOPs, guide bet settlement logic, and train junior members of the support team. You’ll be the person we rely on to explain why a market voided, how an accumulator should be graded, how American odds convert under different scenarios, or what workflow needs to exist to support a new sport or betting market.

We’re looking for someone with meaningful sportsbook experience — but still eager to stay hands-on, work tickets, handle live issues, and roll up their sleeves in a startup environment.

This role may include some coverage during peak sporting periods, including weekends. This position will be based out of Australia.

Responsibilities

• Serve as the internal subject-matter expert for sportsbook mechanics, including odds formats, settlement logic, rulesets, market types, and exception handling.
• Draft, maintain, and refine sportsbook support policies, bet settlement SOPs, escalation paths, and help center documentation.
• Manage complex or sensitive customer cases related to bet results, market disputes, voids, partial payouts, or trading adjustments.
• Train and mentor junior Support Specialists, improving team capability and knowledge.
• Partner with trading/risk, product, compliance, and engineering teams to diagnose edge cases, shape workflows, and reduce operational friction.
• Support incidents during high-volume sporting events, ensuring rapid and accurate communication.
• Monitor user feedback and contribute to product and UX improvements.
• Stay up to date on global sporting calendars, betting patterns, regulatory expectations, and industry best practices.
• Remain hands-on with support operations — working queues, analyzing cases, and identifying systemic improvements.

Qualifications

• 3–7+ years of direct experience in sportsbook operations, customer support, bet settlement, or trading support at an online betting operator.
• Expert-level understanding of:
  • American, Decimal, and Fractional odds
  • Pre-match vs live betting
  • Accumulators, parlays, system bets
  • Settlement rules (pushes, voids, abandoned matches, grading logic)
  • Provider-specific quirks (e.g., BetConstruct, Betradar, in-house engines)
• Familiarity with crypto betting and wallet-based wagering is highly preferred.
• Strong analytical skills and ability to troubleshoot complex bet flows.
• Experience drafting SOPs, workflows, or policy documentation.
• Strong communication skills and ability to explain technical or nuanced decisions clearly.
• High attention to detail, operational discipline, and comfort working in a fast-paced startup.
• Prior experience mentoring or training junior colleagues is a plus.
• Comfortable with some non-standard hours during major sporting events.

Pay & Benefits

• A fast-paced and collaborative environment
• Competitive compensation and equity options
• Flexible PTO
• Comprehensive health cover
• Wellness and work from home allowance
• Remote-first company

Compensation varies by geography. The base salary range for this role typically falls between AUD $100,000–$150,000, depending on location, experience, and seniority level. Additionally, this full-time role is eligible to receive benefits, as well as participate in Magic Eden’s equity plan. Final offer package will be at the company’s sole discretion.

Equal Employment Opportunities at Magic Eden

Magic Eden is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Magic Eden believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.

Magic Eden also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Magic Eden’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws.

This employer participates in E-Verify.

When applying, mention the word CANDYSHOP to show you read the job post completely.