Implementation Specialist

About This Role

Implementing new PokerAtlas TableCaptain® customers is the core of this specialist role, guiding properties from kickoff through launch. You will learn how their rooms operate, set up systems, train staff, and provide on-site support for go-live. After launch, you will continue to support these customers and maintain training materials. The role is part of the Operations team, working closely with product, support, and sales teams.

Responsibilities

• Meet with new customers to learn how their poker room operates, document requirements, and create an implementation plan and timeline for each property
• Keep everyone updated as the project moves forward
• Configure TableCaptain to fit each property’s games, tournament structures, and workflows
• Coordinate system implementation and configuration needs with the technical team
• Train poker and card room managers, supervisors, floor staff, and dealers to use TableCaptain with confidence, adjusting the approach for different roles and comfort levels with technology
• Travel to customer properties for training and launch and stay on hand through go-live to solve problems as they come up
• Serve as a front-line point of contact for customer issues by phone, email, and support platforms (Zoho Desk)
• Triage incoming requests, resolve basic issues, and escalate to higher-level teams within established SLAs
• Take part in a support rotation that includes some evening and weekend coverage
• Assist with writing and maintaining training guides, user manuals, and quick-reference materials
• Obtain and maintain any gaming licenses and/or vendor registrations when required in the various jurisdictions where customers operate
• Assist product and development teams with testing new software releases before they go out to customers
• Test new features from the customer’s and user’s point of view and report bugs as needed
• Use AI tools as much as possible to increase output and streamline work, from drafting training materials and user manuals to summarizing customer requirements and speeding up routine support tasks

Requirements

• 2+ years of poker or card room experience (preferably floor supervisor, shift manager, tournament director, or similar)
• Experience in customer support, training, or account management preferred
• Picks up new software quickly and is comfortable troubleshooting computers, printers, and basic technical issues
• Experience using a CRM or support desk tool such as Zendesk or Zoho Desk preferred
• Familiarity with AI tools such as Claude, ChatGPT, or similar, and a willingness to use them every day
• Clear, organized writer who can turn a complicated process into simple, step-by-step instructions