CS and Ops Process Optimisation Specialist

16 hours ago

Malta Portugal Romania Bulgaria Patrianna Full time €40,000 - €80,000 per year

Patrianna is transforming social gaming from our Gibraltar headquarters, with a globally distributed team creating engaging experiences for millions of players worldwide. We're in rapid growth mode—and we need someone who thrives on turning operational complexity into seamless, efficient systems.

High Pace, High Growth, Real Impact. That's our culture. Every optimization you implement scales with our growth, meaning your contributions genuinely shape how we operate and serve our players.
Your Mission

You'll be the catalyst for transforming our Customer Service and Operations processes, ensuring every player interaction is smooth, secure, and memorable while empowering our teams to work at their best.

What You'll Drive

  • Process Innovation: Identify bottlenecks and transform complex workflows into streamlined, automated systems that boost both efficiency and customer satisfaction
  • Documentation Excellence: Create clear, living documentation that evolves with our processes—ensuring every team member can execute flawlessly
  • Cross-Team Collaboration: Partner with Training, QA, Fraud, and Payments teams to embed improvements seamlessly into daily operations
  • Customer Experience Enhancement: Map player journeys to uncover friction points, then design solutions that balance security with exceptional user experience
  • Risk-Smart Optimization: Apply your fraud and payments knowledge to implement improvements that protect our business while removing unnecessary barriers
  • Strategic Alignment: Ensure all operational enhancements drive broader business objectives and create meaningful impact

What We're Looking For

  • Gaming Industry Background: Experience in customer service or operations within social gaming, sweepstakes, or iGaming environments
  • Technical Foundation: Understanding of support workflows, fraud detection, payment processing, and risk management systems
  • Problem-Solving Mindset: Natural curiosity for process improvement with strong analytical skills and attention to detail
  • Communication Excellence: Ability to explain complex processes clearly to diverse teams and stakeholders
  • Initiative-Driven: Proactive approach to identifying opportunities and driving projects through to completion
  • Growth-Oriented: Thrives in dynamic environments with genuine enthusiasm for continuous learning

Why You'll Love It Here

  • Ego-Free Collaboration: Open communication, flat hierarchy, and mutual respect. Your ideas are valued, toxic behavior doesn't exist, and healthy disagreements drive better solutions.
  • Ownership & Accountability: Take real responsibility for critical processes while building leadership skills. You'll drive initiatives and see direct results—with support when you need it.
  • Purpose & Impact: Every day, you'll see how your efforts directly improve player experiences and team efficiency. Your work creates tangible, meaningful outcomes.
  • Flexibility & Recognition: Your contributions are rewarded meaningfully, and you have autonomy to work in ways that suit you—balancing high performance with personal well-being.
  • Growth & Continuous Learning: Every challenge is a chance to sharpen skills and push boundaries. You'll have continuous opportunities to advance your career in our dynamic environment.

We hire based on skills, drive, and ideas - nothing else. Your background, gender, age, race, ethnicity, disability, sexual orientation, religion, neurodiversity, or educational path will never be a barrier. We actively welcome candidates from non-traditional career journeys because diverse perspectives fuel our innovation and growth.

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