About the Role A fast-expanding organisation in the iGaming sector is seeking an experienced Operations Manager – Customer Service to lead the launch and ongoing management of its in-house support center in Lima. This is a high-impact role that combines strategic leadership with operational execution, offering the opportunity to shape customer service delivery across multiple digital channels. The selected individual will be responsible for aligning frontline teams with performance standards, building a strong internal culture, and driving continuous improvement in a regulated and fast-paced environment. This position serves as a key link between leadership, operational teams, and the end-user experience, using data-driven insights to elevate service delivery and customer satisfaction. This is a unique opportunity to help build and scale a customer-focused operation from the ground up while contributing directly to customer experience, team development, and operational efficiency. Main Responsibilities: Customer Service Leadership: Oversee daily customer support operations across all active channels, including live chat, email, WhatsApp, and formal dispute resolution. Ensure that all activities meet internal service level targets and comply with relevant regulatory standards. KPI Management & Performance Oversight: Monitor and analyze essential metrics such as Service Level (SL), Average Handle Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and overall productivity. Lead structured reviews (weekly, monthly, quarterly) and proactively address underperformance. Team Leadership & Development: Lead and coach a team of Team Leaders, Quality Assurance (QA) specialists, and Training personnel. Drive a culture of continuous development through one-on-one coaching, performance plans, calibrations, and skills assessments. Workforce Planning: Manage forecasting, scheduling, shrinkage planning, adherence tracking, and real-time monitoring to ensure efficient resource allocation across all shifts. Adjust staffing levels and distribution as needed based on customer demand and live data. Customer Experience Optimization: Identify pain points and friction in the customer journey. Use insights from CSAT, NPS, and FCR to revise scripts, workflows, and service strategies in order to boost resolution speed and user satisfaction. Operational Excellence & Continuous Improvement: Drive improvement sprints to close performance gaps and implement scalable solutions. Collaborate with internal stakeholders (Product, Tech, Compliance) to streamline workflows and introduce operational efficiencies. Regulatory Compliance & Data Protection: Ensure full compliance with local laws, specifically Law Nº 29733 (Peru’s Personal Data Protection Law), and follow internal data security standards. Prior experience with COPC standards is considered an advantage. Stakeholder Collaboration: Liaise with internal teams and other business units to resolve systemic issues, create root cause analyses, and propose detailed improvement plans. Reporting & Analysis: Prepare and present executive-level reporting, including incident reviews, performance summaries, and actionable insights to support strategic decision-making. Tool & System Validation: Participate in the testing and feedback process for customer service platforms and tools to ensure reliability, usability, and alignment with business needs. Desired Experience: Leadership Background: A minimum of 5 years in a managerial role within customer service or contact center environments, preferably within high-volume industries such as iGaming, technology, or regulated services. Team Management: Proven ability to lead diverse customer operations teams, including supervisors, QA professionals, and training staff, while managing multiple service channels or campaigns. Analytical Skills: Strong data analysis capabilities with hands-on experience in Excel; familiarity with Power BI is considered a plus. Operational Knowledge: Deep understanding of workforce management principles, service quality methodologies, and structured training programs. Technology & Tools: Experience using service platforms such as Zendesk, Jira, and Google Workspace is advantageous. Language Skills: Spanish – Native level (mandatory) English – Advanced or fluent (required for cross-regional collaboration) Portuguese – Intermediate level is a plus Regulatory Understanding: Good working knowledge of Peruvian labor regulations and Law Nº 29733 relating to data privacy and protection. Work Flexibility: Willingness to work rotating shifts, with occasional weekend coverage based on operational requirements. Education: Degree or ongoing studies in Business Administration, Engineering, IT, or a related field.

Job Title: Affiliate Manager – Canadian Market About the Role: This remote position is tailored for an experienced affiliate marketing professional with a deep understanding of the Canadian market. The role focuses on building and scaling affiliate partnerships to support revenue growth while ensuring full compliance with regional advertising regulations and internal brand guidelines. The successful candidate will work cross-functionally and report to the Head of Affiliates, operating during Canadian business hours. Main Responsibilities: Define and implement the affiliate strategy specifically for the Canadian region, aligning it with broader business goals. Identify, recruit, and onboard new affiliates, media partners, and publishers. Maintain and grow long-term relationships with key affiliate partners. Monitor the performance of affiliate campaigns, including traffic sources, conversions, and ROI. Refine commission structures and promotional plans to enhance campaign performance. Ensure that all affiliate activities comply with Canadian laws, brand policies, and internal standards. Coordinate with cross-functional teams including marketing, compliance, and product to ensure alignment. Analyze competitor activity and emerging market opportunities to stay ahead of industry trends. Deliver regular performance updates and insights to key stakeholders. Oversee the use of affiliate tracking tools to ensure accurate data and attribution. Desired Experience: Minimum 3 years in affiliate or performance marketing, ideally with hands-on experience in the Canadian market. Proven track record of managing affiliates, optimizing performance, and driving ROI. Strong understanding of performance marketing KPIs and affiliate tracking technologies. Skilled in negotiation, relationship management, and communication. Fluent in English (French is considered an asset but not mandatory). Experience in sectors such as iGaming, betting, fintech, e-commerce, or subscriptions is advantageous. Prior exposure to remote or international team collaboration is a plus. Familiarity with Canadian advertising and compliance frameworks is beneficial. Key Competencies: Strategic mindset and hands-on execution ability Analytical and data-driven approach Self-motivated, organized, and results-focused Comfortable working independently in a fast-paced, remote setup Compensation & Benefits: Annual salary in the range of CAD $65,000 – $100,000 depending on experience Eligibility for performance-based incentives Fully remote working structure with flexible hours Professional growth opportunities within an expanding global company Supportive, international team environment.

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