Head of Customer Operations

CSGORoll, a gamified skins platform, is the market leader in the industry with over 1 million active users. Currently serving North America and Europe, this platform aims to expand to non-English markets as well, bringing a unique gamified experience to users around the world. First launched in 2016, CSGORoll went through a rocket ship growth since the announcement of the CS2 game. The revenue has soared to new heights, surpassing our current headcount. Up until now, we have been relying on intuition alone, without data. Shocking, right? Now, it's time to take things up a notch. Picture this: improved operational procedures, visionary senior leadership, venturing into new non-English speaking markets, cutting-edge product development, turbocharged SEO, and eye-catching paid ads. We welcome you, a skilled professional to bring your skills to the table and bring the company into a whole new league with us!

Na jakie zadania (obowiązki)?

As our Head of Customer Operations, you'll oversee vital operational departments, including Customer Support, Payments, Fraud, AML, and Responsible Gaming. The team’s headcount exceeds 30 and is still growing. You'll take charge of the operations budget, policies, and procedures, collaborating closely with the Director of Operations to shape our operational strategy. Directly managing departmental managers, you'll ensure seamless execution of operations, driving efficiency and excellence across the board.

What you’ll be doing:

• Working closely with the Director of Operations to provide strategic direction and leadership to the operations teams, including Customer Support, Payments, Fraud, AML, and Responsible Gaming.

• Championing a data-driven culture and implementing thorough KPI tracking across the board (CSAT, NPS, SLAs, etc.).

• Fostering a culture of excellence, collaboration, and continuous improvement within the operations team.

• Working closely with HR, Training & QA teams to continuously track and improve performance across the Operations team.

• Reviewing operations reports to identify trends and changes.

• Proactively responding to emerging trends and industry shifts.

• Overseeing all operational processes and workflows to ensure efficiency, accuracy, and compliance with industry regulations and company policies.

• Implementing best practices and operational standards to optimize performance and drive operational excellence.

• Collaborating closely with the Customer Support Team Leads to ensure exceptional service delivery to our customers.

• Working closely with the Payments & Fraud Leads to develop and implement robust risk management and fraud prevention strategies.

• Working closely with the AML and Responsible Gaming leads to ensure that all staff are trained in compliance and escalations are handled accordingly.

• Acting as a key liaison between operations and other departments, facilitating communication and collaboration to achieve common goals.

• Providing regular reports and analysis on operational performance, offering insights, and recommendations for improvement.

• Monitoring customer support metrics and KPIs, identifying areas for improvement, and implementing strategies to enhance customer satisfaction.

• Ensuring smooth processing of payments and transactions, minimizing risks, and maximizing efficiency.

• Providing second approvals on critical operational matters.

Jakiego specjalisty szukamy?

• At least 5 years of experience in iGaming or FinTech Operations management with a particular focus on at least 3 years of experience overseeing all Customer Operations.

• Previous extensive experience working in the following operations areas: payments, fraud, compliance, AML/KYC/verifications, or responsible gaming.

• Previous experience in managing teams within fully remote environments.

• Exceptional communication skills and collaborative expertise with different departments and internal teams.

• Proficiency in project management & driving process improvements.

• Technical proficiency with CRM and other collaboration and customer-facing relevant tools (such as JIRA, and Intercom).

• Proactive attitude and exceptional problem-solving skills.

• Strong strategic thinking and the ability to leverage data for decision-making.

It will be a plus if you have:

• A passion for gaming, especially CS2!

Jakie warunki i bonusy?

• You’ll grow as a business leader - This is a key role for us, providing a unique opportunity for a very broad learning curve and getting to know every aspect of a fast-growing gaming organization — and eventually being able to grow into a wide set of roles. You’ll be able to influence the strategic direction and move the needle in nearly every aspect of the business while using and honing a very wide set of skills. For any additional educational needs, we’ll set you up with a learning and development budget.

• A focus on flexibility and balance - We are firm believers in focusing on outcomes over controlling the process — and our remote-first, flexible-working-hours approach to work proves it! We want you to be able to do your best work without worrying about things like equipment, so we’ll set you up with a work-from-home budget so you can arrange your space to serve your needs best. This role requires a lot of mental resources and resilience, so we want to mention that our employees have access to Spill, an employee mental health platform.

• You get to work with a brilliant team in a fast-growing environment - We’re an innovative and fast-growing company building some amazing products in our diverse portfolio, with endless opportunities for wins big and small — and every year we organize a big offsite to celebrate them.