Overview

We are seeking a dynamic and experienced individual to join our team as the Head of Customer Support and Player Operations. The successful candidate will be responsible for leading our global customer support and player operations teams across multiple brands. This role is pivotal in driving a customer-centric approach, ensuring operational excellence, and fostering a culture of continuous improvement within our customer support and player operations departments.

Areas of Responsibility

• Manage CS, Fraud, KYC, Risk Operations, Payments Operations teams.

• Maintain and improve levels of customer satisfaction, retention and engagement including developing new initiatives, streamlining processes, and measuring the success of these initiatives.

• Develop and implement strategies to improve payment processing efficiency, reducing risk, and prevent financial fraud.

• Develop and implement fraud prevention strategies that are aligned with the overall business strategy and risk appetite.

• Manage the Player Trust and Safety strategy and ensure it is compliant with regulations as required.

• Develop and deliver new initiatives to improve the user experience across KYC, Risk and Payment Operations and ensure we are following best practice.

• Work closely with other departments such as compliance, legal, finance, product, and marketing to ensure that payment processing and risk management practices are aligned with the company's overall strategy.

• Support the delivery of Data Protection initiatives such as Data Subject Access Requests and Data Deletion requests.

• Own the process of delivering OKRs, SLAs and KPIs across the teams.

• Build relationships with key 3rd party providers to improve efficiencies, identify new features to benefit our business and reduce costs.

• Work with finance to ensure the accurate reconciliation and settlement of all payment providers and management of the P&L for the Operations area.

• Data analysis across all operational areas to understand all operational areas of the business identify trends and areas for improvement, and monitoring fraud.

• Develop a strong awareness of our competitors and their performance within the sector.

• Resource and succession planning, including supporting the Team Leads in the management and recruiting of staff to achieve high levels of staff engagement and retention.

• Ensure all operational teams receive the necessary level of training and work with the Head of HR to ensure staff development plans are in place.

What we are looking for...

• Minimum of 5+ years of experience in a similar role.

• Preferably with experience dealing with USA/European iGaming market.

• Understanding of customer support, high value player management, risk, fraud, payment methodologies and tools.

• Excellent leadership skills, adaptable and flexible with an ability to multi-task and work under pressure.

• Strong analytical skills to detect and identify weaknesses in the systems and operational processes.

• Goal oriented and solution driven individual with a strong focus on producing high quality results within a fast-paced environment.

• High level of attention to detail, flexible and reliable.

• Good communication skills, both written and spoken and good command of English.

• Highly motivated, team player, able to work on own initiative.

• Decision making and problem-solving skills are a must.

Benefits

• Competitive salary

• Flexibility and remote work 

• Training and development

• International collaboration with our teams based around the world

• Fast growing business where the sky's the limit for your career