• Handle complex and escalated user inquiries that require advanced technical knowledge • Resolve high-impact issues quickly while modeling best-in-class responses for the team • Actively support users on Discord, email, and social media • Master internal admin tools to verify accounts, investigate transactions, identify bugs, and resolve platform anomalies • Identify recurring request patterns and partner cross-functionally to create or refine macros, SOPs, and internal documentation • Surface critical issues to Customer Support leadership and advocate for user-driven product improvements • Provide live feedback during shifts and contribute to onboarding and development of new support agents • Monitor Discord during live NFL/NBA slates and track pain points and trends for leadership reporting