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.

About the Role We are seeking a Fraud Analyst to help protect our online platform from fraud, payment abuse, and financial risk.  You will investigate suspicious activity, review customer accounts and transactions, verify documentation, and support secure payment processes while ensuring a smooth customer experience. This is a hands-on role for someone with strong analytical skills, attention to detail, and experience working in a regulated online environment. Key Responsibilities Investigate fraud alerts, payment activity, withdrawals, KYC reviews, and suspicious customer behaviour. Analyse customer, payment, transaction, device, and account data to identify potential fraud. Investigate account takeover, identity fraud, payment fraud, chargebacks, bonus abuse, multi-accounting, and other prohibited activities. Approve, decline, or hold withdrawals and apply account restrictions within established guidelines. Prepare chargeback evidence and maintain accurate investigation records. Escalate complex fraud cases, AML concerns, or Responsible Gambling indicators when appropriate. Monitor fraud trends and recommend improvements to controls, processes, automation, and fraud detection tools. Work closely with Payments, Compliance, Customer Support, Product, Technology, and Risk teams to strengthen fraud prevention and improve customer outcomes. Requirements Experience in fraud prevention, payments, KYC, risk operations, or a similar role within a regulated digital business. Good understanding of online fraud risks, payment fraud, identity verification, chargebacks, and customer due diligence. Strong analytical, investigative, and decision-making skills. Experience reviewing customer documentation and transaction data. Excellent attention to detail and the ability to manage multiple priorities. Strong communication and stakeholder management skills. Experience in iGaming, fintech, e-commerce, online gaming, or financial services is preferred. Relevant fraud, financial crime, or compliance certifications are a plus. Ideal Candidate You are an analytical problem-solver with experience identifying and preventing online fraud while balancing risk management with a positive customer experience. You enjoy working in a fast-paced environment and continuously look for ways to improve fraud controls, operational efficiency, and customer protection.

Senior Platform Engineer (DevOps/SRE) – Madrid   Hybrid in Madrid (3 days in the office, 2 days remote) - The office is near Atocha train station. Salary: €65 to €70k gross/year + 10% bonus   We are looking for a Senior Platform Engineer to join an international engineering organization in the online gaming and betting industry. You will play a key role in building and operating the core platform that supports large-scale, real-time player account systems across multiple European markets. This is a hands-on senior role where you’ll help shape platform architecture, reliability, and automation practices across engineering teams. What we’re looking for 5+ years in DevOps, platform engineering, SRE or infrastructure roles +3 years of experience with Kubernetes Experience with Kafka/RabbitMQ and relational databases in production Experience with CI/CD design and automation-first delivery models Background in observability stacks (Prometheus, Grafana, ELK, or similar) Strong knowledge of cloud infrastructure, security, and IaC Familiarity with TLS, reverse proxies, CDN concepts, and secure system design Hands-on mindset with modern engineering tools, including AI-assisted development Fluent in English Lead experience is a big plus   What you’ll work on Design and maintain CI/CD pipelines with strong automated quality gates Own and improve observability (metrics, logs, dashboards, tracing) Operate Kubernetes-based production environments at scale Manage infrastructure using IaC tools like Terraform or Pulumi Support production databases (RDBMS), messaging systems (Kafka/RabbitMQ), and identity services (Keycloak or similar) Implement and enforce security best practices (secrets, encryption, RBAC, network policies) Build and improve distributed systems reliability and performance Collaborate with engineering teams on deployment strategies and production readiness Automate operational processes and reduce manual work wherever possible Work with modern AI-assisted tools to improve delivery speed and engineering efficiency Hybrid role based in Madrid, part of a growing international tech hub.