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The Responsible Gaming Analyst is responsible for identifying and assessing customers who may be at risk of gambling-related harm, determining appropriate protections and monitoring outcomes. The role reviews behavioural, transactional and customer interaction data, applies risk-based decisions and coordinates required actions with Customer Support or other authorised customer-facing teams.   This role will support the establishment of effective Responsible Gaming processes, consistent interventions and a sustainable approach to customer protection. This is a hands-on operational role requiring sound judgement, attention to detail and the ability to make timely, evidence-based customer protection decisions.   Responsibilities: Identify and assess gambling risk. Determine and coordinate customer protections. Deliver effective and compliant responsible gaming operations. Support operational excellence and team capability.   Requirements: Proven experience in responsible gaming, customer risk, AML, graud or similar. Working knowledge of gambling harm indicators, customer vulnerability, affordability, self-exclusion and customer intervention principles. Ability to analyse interaction data and identify changes or patterns that may indicate increased risk. Ability to make customer protection decisions and document the rationale for those decisions.

The Customer Service Agent will be responsible for handling customer queries and support requests online, delivering a helpful, accurate, and compliant service experience across registration, KYC, deposits, withdrawals, gameplay, bonuses, complaints, and responsible gambling interactions.   This role is expected to work confidently across channels — including email and live chat. The role will work closely with the Customer Service Lead and, where relevant, CRM & Loyalty, Risk & Compliance, and Payments, to resolve customer queries efficiently while maintaining our client's service standards.   Responsibilities: Respond to customer queries across channels — including email and live chat — accurately, professionally, and within agreed service level targets Resolve queries across registration, KYC, deposits, withdrawals, gameplay, bonuses, and general account support Escalate complaints, responsible gambling concerns, and higher-risk cases to the appropriate team promptly and correctly Apply responsible gambling, AML, and data privacy protocols correctly in every customer interaction   Requirements: Experience in a customer service or customer support role, ideally within iGaming, digital entertainment, fintech, or another regulated digital business Strong written and verbal communication skills, with the ability to work confidently across multiple channels including email and live chat Understanding of, or willingness to be trained on, responsible gambling, KYC/AML, and complaints handling requirements

Customer Service Lead About the Role We are seeking an experienced Customer Service Lead to build and develop a customer support function for a growing online business.  This is an exciting opportunity for someone who enjoys creating processes from scratch while remaining hands-on during the early stages. Working closely with senior leadership and cross-functional teams, you will define the customer service strategy, establish best practices, implement scalable processes and technology, and build a high-performing team that delivers an outstanding customer experience. Key Responsibilities Design and lead the customer service function, including team structure, processes, and operating model. Recruit, coach, and develop a customer service team with a strong performance culture. Define service standards, SLAs, quality assurance processes, and escalation procedures. Oversee customer complaints and ensure compliance with regulatory requirements. Manage the resolution of customer and technical support issues in collaboration with internal teams. Monitor key service metrics such as response times, resolution rates, customer satisfaction, and quality scores. Implement and optimize customer service platforms, knowledge management tools, chat solutions, and automation. Work closely with CRM, Product, Payments, Technology, and Risk & Compliance teams to deliver a seamless customer journey. Use customer insights to drive continuous improvements across products, operations, and customer experience. Requirements Experience building and scaling a customer service or customer operations function. Background in iGaming, online gaming, fintech, digital entertainment, or another regulated industry. Strong understanding of regulated customer support, including KYC, responsible gambling, and complaint handling. Experience implementing customer service technologies and automation tools. Strong leadership, stakeholder management, and communication skills. Commercial mindset with a focus on customer retention, operational efficiency, and long-term growth. Ideal Candidate You are a hands-on leader who enjoys building teams and processes from the ground up. You combine strategic thinking with operational execution and have a proven ability to create scalable customer service functions that enhance both customer satisfaction and business performance.