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