Head of Operations

Що робити

• Player Service and Customer Support
• Own the end-to-end operational player journey outside financial execution, including account and gameplay support, bonus queries, complaints, safer-gambling referrals and account-closure service.
• Build and lead Customer Support, defining 24/7 coverage, workforce plans, channel SLAs, quality assurance, training, knowledge bases and escalation paths.
• Own the quality, consistency and auditability of player communications and ensure cases are routed to the correct decision owner and tracked through closure.
• Monitor service KPIs and recurring player pain points, coordinating corrective action and regulated complaints with the relevant functional owner and Legal & Compliance.