Player Support Analyst III

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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

IDR is an equal opportunity employer. We provide reasonable accommodations for disabled employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, criminal history, or any other protected category under applicable federal, state, or local laws. We consider all qualified applicants, including those with criminal histories, in compliance with applicable Fair Chance laws.

To comply with civil rights laws, we invite applicants to voluntarily self-identify their race, ethnicity, gender, and veteran status. This information is confidential, optional, and will not affect your application. You may access this form here.

Pursuant to pay transparency laws, salary ranges and benefits will be disclosed where required by law. Compensation is based on factors such as experience, skills, and qualifications.

If you require a reasonable accommodation during the application or interview process, please contact Human Resources at hr@idr-inc.com

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