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Added 10 mins ago
JUNIOR ASSISTANT MANAGER
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Recognition program for years of service; Innovation program to encourage idea sharing;
Added 25 mins ago
K
Assistant Store Manager - Square One
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- Full-time
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Added 40 mins ago
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Customer Experience Lead
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Betstamp Ventures

Customer Experience Lead

Toronto, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Dec 4, 2026
Posting language: English
Posted: Nov 4, 2026

Original job description

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.

Apply About employer

More about this job

Responsibilities

Build and lead customer experience across the company’s consumer brands, including launch-ready help content, AI support, and a growing agent team. Track player support needs, partner with product and engineering to drive fixes, and manage complex account and payment cases while maintaining service quality.

Requirements

The candidate should have experience building a team, process, product, or program from scratch, be comfortable working with product and engineering, and use AI thoughtfully. The role is based in Toronto, with relevant customer support or experience, help-desk tooling, iGaming, and account or payment support experience considered advantageous.

Skills

Customer Experience
Customer Support
Team Leadership
AI Support
Help Center Management
Product Feedback
Process Development
Launch Readiness
Quality Assurance
Customer Service Operations
Zendesk
Intercom
Issue Resolution
Account Support
Payment Support
Identity Verification

Benefits

Performance Bonus
Health Spending Account
Gym Membership
Work-From-Anywhere Month
Gear Stipend
Learning Stipend
AI Tools

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Customer Support
AI Assistant
Help Center
Saved Replies
Launch Readiness
Launch Playbook
Product Feedback
Product and Engineering
Retention
Marketing
Support Agents
Quality Reviews
Zendesk
Intercom
iGaming
Consumer Apps
Account Support
Payment Support
Identity Verification
Player Experience
Odds Pricing
Market Data
Trading
Market Making
Acquisition
Media
Toronto

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