Customer Service Subject Matter Expert
Core
Handle general customer service contacts, responsible gaming cases, complaints, and regulatory audits for online gambling players.
Role type
Senior Customer Service Subject Matter Expert (iGaming)
Builds
Customer support operations and regulatory compliance processes for online gaming products
Domain
Online gambling / iGaming
Deliverable
client delivery
Required skills
Complaint investigation, root cause analysis, regulatory compliance (AML, data protection), cross-functional coordination, process improvement, stakeholder reporting
Preferred skills
Responsible gaming frameworks, player behavior monitoring, CRM/ticketing platforms (Zendesk), AML procedures
Responsibilities
Handle responsible gaming contacts and case reviews, investigate customer complaints to establish root cause, escalate high-risk/legal cases, record interactions for regulatory audit, report case status and risks to stakeholders, propose process improvements, coordinate with Risk/Payments/Compliance/Technical Support, act as reference point for agents
Seniority
Senior, hands-on IC