Operations Support Specialist

1 week ago

Gzira Malta GZR BetStarters SRL Full time

Job Title: Operations Support Specialist (Shift-Based)

Location: Malta
Department: Operations
Reports to: Head of Operations

Type: Full-time, Shift-based (including evenings, weekends, and holidays on rotation)

About the Role:
We are looking for a proactive and detail-oriented Operations Support Specialist to join our team and provide high-quality, real-time support to our B2B partners across the iGaming platform. This is a shift-based role, requiring availability for scheduled rotations including nights, weekends, and holidays.

You will act as a critical point of contact for operational and technical support issues, working across internal systems (CMS, CRM, Back Offices) and coordinating with cross-functional teams to resolve partner concerns efficiently. The ideal candidate has strong analytical skills, a service-first mindset, thrives in a fast-paced environment, and quick issue resolution — particularly for clients in the LATAM region, so fluency in Spanish and/or Portuguese is ideal.

Key Responsibilities:

  • Handle and resolve client escalations related to CMS configuration
  • Provide prompt support and troubleshooting for issues related to bonuses, promotions, and campaign setup across client platforms
  • Monitor and investigate payment transactions to identify and resolve issues such as failed deposits, delayed withdrawals, or cashier-related errors.
  • Collaborate with the Marketing and Product teams to escalate and follow up on requests for new payment service providers (PSPs), game integrations, or additional providers
  • Assist clients with platform-related concerns, including lobby malfunctions, game loading issues, or interrupted gameplay rounds
  • Review, investigate, and escalate incorrect or missing bet settlements
  • Support clients in configuring, tracking, and troubleshooting sportsbook promotions, bet types, and bonus campaign logic
  • Continuously monitor transactional, gameplay, login, and performance reports across multiple back office systems
  • Deliver actionable insights and data analysis through daily, weekly, and monthly reporting
  • Act as a liaison between internal teams (Tech, Product, Marketing, CRM) and external partners to ensure timely resolution of operational requests
  • Manage and respond to any ad-hoc internal or client-related requests


Shift Details:

  • Rotating shifts
  • Includes evenings, weekends, and public holidays
  • Shift schedule communicated in advance


Requirements:

  • 1–2 years in an Operations, Support, or Customer Success role (iGaming industry preferred)
  • Familiarity with CRM, CMS, ticketing systems (JIRA) and back-office systems
  • Experience in troubleshooting technical issues and analyzing transactional data
  • Strong communication and problem-solving skills
  • Ability to multitask and prioritise in a fast-paced, operational environment
  • Fluency in Spanish and/or Portuguese is required
  • Basic understanding of online casino/sportsbook operations is a plus
  • Curious, eager to learn, and capable of working under pressure in a dynamic support environment
  • Comfortable working in a rotating shift schedule, including outside normal business hours

Why Join BetStarters?

At BetStarters, we value creativity, initiative, and collaboration. This is your opportunity to grow with a forward-thinking team in the iGaming space, helping us shape the future of the industry.

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