Customer Experience Lead

Every new brand we launch should feel effortless from a player's very first question. Nobody has built how that happens here yet. That's the job.

You'll own customer experience across our consumer brands: the help players get, the AI that answers most of their questions, and the small team behind it. You'll build it from a blank page, and you'll sit with product when we decide what to fix next.

About Betstamp Ventures

One team. Four high-growth businesses. More than 2 million people using what we build.

Betstamp Ventures spans iGaming technology, market data and odds pricing, trading and market making, and acquisition and media. We price 200+ sportsbooks, operate a portfolio of consumer apps, and run our own media company.

It started with Betstamp, the free odds comparison and bet tracking app that professional bettors built in 2020 because the market didn't offer sharp enough tools. It's earned 200,000+ downloads and a 4.9-star rating, and the pricing behind it now runs across the industry. Today the same team also runs our own iGaming consumer brands and the media and partnerships business that brings players to them, all Canadian-owned and operated from our King Street West HQ in Toronto.

Small by design. One team runs all four businesses, so there's a lot of ground per person, and you're trusted with real scope early.

The Team

This role sits with our iGaming team, on the consumer side of the business and separate from Betstamp's sports products. We build and run our own consumer brands on a shared platform, and we launch new ones often, so what you build once gets used across every brand. Everything is built in-house by a small team, and decisions get made in a conversation, not a committee.

Who You'll Work With

You'll report to our Head of Operations and work every day with our product and engineering team, our retention and marketing team, and the agents who help our players.

What You'll Build

• Launch readiness: every new brand goes live with help pages, AI answers and saved replies ready on day one. You'll turn that into a playbook we run every time we launch.
• The product loop: you're the voice of the player in product. You'll find the top reasons people need help, bring them to product and engineering, and push each fix until it ships, so fewer people need help at all.
• AI-first support: you'll own our AI assistant and help centres, and decide what AI handles and what needs a person. The goal: most questions answered in seconds, any time of day.
• The team and the bar: you'll lead the agents who answer players, grow the team as volume grows, and keep quality high with weekly reviews. You'll also own the tricky cases, like account and payment questions, with clear rules for each.

What Success Looks Like

• First 90 days: every launch is ready on day one, AI is answering most questions, and the top reasons players need help are tracked and shared with product every month.
• First 6 months: fixes for the top 5 reasons players need help have shipped, fewer players need help at all, and the launch playbook runs without you having to push it.

Who You Are

• You've built something from nothing, whether a team, a process, a product or a program, and you like an empty page more than a full rulebook.
• You're at home with product and engineering. You can turn "players keep asking about X" into a clear problem the team can fix.
• You use AI every day and have opinions on where it works and where it doesn't.
• You notice the small details players feel, and you care about getting them right.
• You're based in Toronto and can work from our King St W office most days.

Nice to Have

• Experience in customer experience, support or community, especially at a consumer app, fintech, e-commerce or marketplace company.
• An interest in iGaming or online gaming, as a player or from working in the space.
• You've set up help-desk tools like Zendesk or Intercom, or an AI support assistant.
• Comfort with account, payment or identity questions, and a steady hand when a player is upset.

Where This Takes You

• Leadership: run a real function with goals, a team and a budget, and grow with it.
• AI in practice: hands-on with AI support at a company that ships changes in days, not quarters.
• Building: what you set up becomes the playbook for every brand we launch.

What We Offer

• Competitive salary & raises: share in the upside you build
• Performance bonus tied to results
• Health spending account, gym membership, a work-from-anywhere month each year, and a gear and learning stipend
• Everyone has the best AI tools available, and nobody has to justify using them

Hiring Process

• Short video intro: a few questions, recorded on your own time
• Intro call: meet the team, swap questions
• Case: a real set of player questions and a short brief, under two hours
• Final interview: meet the founders and hear where the role is going
• Offer

Closing

We care more about your ability to learn and deliver than ticking every box. If you're close, apply!

Start date: As soon as you're ready.

We use AI to help screen and assess applications.