By
Dan
Back in 2007, I was fortunate enough to be able to take a business trip down to Nassau in The Bahamas for the PokerStars Caribbean Adventure. Besides the big bucks on the line and waterslides through shark tanks, the center of attention at the Atlantis Paradise Island was Lee Jones, who at the time was the Customer Service Manager for PokerStars. One of the most responsive and understanding individuals you’ll ever meet, Jones has since moved on to work with the European Poker Tour and recently took a full time position in the U.S. with CardRunners, one of the top online poker training sites available. Jones joins the PocketFives.com Podcast this week to discuss his new undertaking with CardRunners and fields questions from PocketFivers.
Jones left PokerStars to join the EPT and, after a year’s service, decided to part ways with the EPT in order to return to U.S. soil year-round. He explains, “It all kind of started because my wife and I have been living in the U.K. for the past couple of years. We decided it was time for us to get back to the United States. I was having a great time at the EPT and it was a lot of fun. I got to meet a ton of great poker players, but I couldn’t justify trying to do all of the travel that working on the EPT while living in the United States would have required. When I stepped down as Poker Room Manager at PokerStars, [CardRunners.com owner] Taylor Caby wrote me a very nice e-mail saying that he appreciated the work I did and if I was ever interested in working with CR, I should give him a call. I picked up the phone and one thing led to another.”
At CardRunners, Jones will handle the training site’s video production and customer service arms, two of the most critical elements of the company. The latter is what really vaulted Jones into the spotlight at PokerStars, making it one of the top online poker sites available. He describes why having top-notch customer service is critically important to any business: “No matter what you do well for a customer, it almost comes back in multiples of itself in benefits to you and the overall community. I’m very quick to find a way to say yes to a customer. The huge majority of people just want to be treated fairly. If we bend over backwards to treat them fairly, I think it’s great.”
Just like the online poker industry itself, the online poker training business is still nascent and growing leaps and bounds. Jones considers CardRunners to be the industry leader now, but emphasizes the importance of staying on top: “I’ve always told people that the online poker industry is young. It was just fascinating to be there at its inception and watch it grow. The online poker training industry is even younger and even more of an amazing process to watch grow. What always happens in any new industry is that when it first starts, if you have anything, you’re the only person in the business and you’re the go to guy. Right now, CardRunners is on top. However, there’s no rule that says we have to stay there. We’re going to stay on top by focusing on our quality and constantly innovating.”
In his first few days on the job, Jones has had the opportunity to get to know his fellow staff at CardRunners, many of whom are considerably younger. They include Co-Founders Caby and Andrew “muddywater” Wiggins. Jones talks about his new co-workers: “It’s weird to have a boss that’s the same age as my older son. I‘m delighted to work with these guys. They are wonderful young men who have their heads screwed on straight. They want to do something that’s much bigger than just poker. I consider myself extraordinarily fortunate to be able to work with them.”
Catch up with Lee Jones, the new Chief Operating Officer of CardRunners.com, this week on the PocketFives.com Podcast! Click here to listen.