Consumer Strategy & Operations Manager at Upside overseeing operational excellence across consumer marketing initiatives and driving strategic priorities to actionable plans.
About the role
- Customer Operations Analyst assisting players with queries at the online casino. Delivering outstanding service and problem resolution to ensure customer satisfaction.
Responsibilities
- Deliver excellent customer service by handling player queries via email and LiveChat, ensuring timely, professional, and empathetic responses
- Resolve customer complaints and technical issues, including but not limited to: missing winnings, deposit and payout problems, promotional complications, and responsible gambling concerns
- Understand and follow operational and regulatory procedures, including Know Your Customer (KYC), GDPR compliance, and account security best practices
- Stay informed on all current promotions, bonuses, competitions, and product offerings to assist players accurately and effectively
- Process and verify player documents, identify forged documentation, and ensure compliance with Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) obligations
- Monitor and flag accounts based on behavioural patterns, risk levels of payment methods, deposit behaviour, wagering activity, product usage, and geographic indicators
- Review and process withdrawal requests across various payment methods in line with internal policies and anti-fraud controls
- Collaborate closely with cross-functional teams to ensure seamless player experience and operational efficiency
- Handle ad hoc operational tasks as required to support day-to-day business continuity
Requirements
- Excellent communication skills in business English (spoken and written)
- Fluency in an additional language is considered a strong asset
- Strong computer literacy and comfort navigating multiple systems in a fast-paced support environment
- Previous experience in a customer-facing or office-based support role
- A problem-solving mindset with a strong focus on delivering high-quality, customer-centric service
- Patience, empathy, and adaptability when dealing with diverse player situations
- Ability to remain calm and effective under pressure, with a proactive and solution-oriented attitude
- Reliable team player with a collaborative work ethic and a positive approach
- Previous experience in the online gaming industry is an advantage, but not a requirement
- Flexibility to work on a rotating shift schedule, including evenings, weekends, and public holidays
Benefits
- Initial in-depth onboarding training
- Funding for training and self-development
- Fruit, snacks, and Monday breakfasts
- Company taxi for late shifts or for work related events
- Private Hospital and Clinic Health Insurance
- 6 weeks per year working from abroad
- 4 weeks of Parental Leave for new Dads
- Option of 1 month working on reduced hours after Maternity Leave
- 1 day of Birthday leave
- 5 days of child sick leave for parents
- Referral Compensation
- Added Leave Day For Voluntary Work
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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