Head of Customer Support – Hybrid
- Hybrid
- Great Package
- International Corporation
An esteemed international online gambling entity, established two decades ago, is currently seeking a Head of Customer Support Operations to join their dynamic team. With a primary focus on delivering exceptional customer service for sports betting and games of chance, the company ensures seamless accessibility through its website and mobile application.
As an integral part of a broader online gaming network, the company serves millions of players worldwide. Grounded in a commitment to develop user-friendly, innovative, and enjoyable products, the company places simplicity at the forefront of its offerings. Embracing diversity and fostering a culture of internal mobility, employees are encouraged to explore diverse opportunities within the organization, creating a fertile ground for personal and professional growth.
Amidst the dynamic and rapidly expanding online gaming industry, joining this company presents promising opportunities for the future. Dedicated to excellence and focused on delivering unmatched customer experiences, the company is poised for sustained success within the sector. In this role, you will oversee a substantial customer support operation, leading a team of over 50 individuals with a focus on KYC and fraud operations. The company is committed to offering comprehensive support, empowering you to influence the entire operation and contribute your valuable insights towards its continued success.
You Will:
- On a daily basis, actively manage the Payment & Fraud department to ensure smooth operation of all payment transactions, while shouldering full accountability for mitigating risks and preventing fraud. This involves overseeing various risks such as payment fraud, bonus misuse, affiliate fraud, and instances of multiple accounts.
- Continuous monitoring and oversight of payment transactions, aligned with service level agreements (SLAs), are fundamental aspects of this role. It is imperative to implement robust controls against fraud and money laundering, with regular reporting to senior management on any detected fraudulent activities, blocked transactions, or restricted accounts.
- Maintenance and updating of procedures for financial transaction verifications, including confirming withdrawals, are vital to maintain security measures. Generating detailed payment flow reports for internal teams, B2B partners, and regulatory bodies ensures transparency and compliance.
- Working closely with the IT team, it is essential to develop and enhance fraud detection and prevention tools to stay ahead of evolving threats. Collaborating with experts from headquarters, the marketing team, and B2B partners is crucial for introducing new payment methods and optimizing existing ones in response to market trends and customer preferences.
- By taking proactive measures to address potential fraudulent activities and continually refining payment processes, our aim is to deliver a secure and efficient payment experience for all stakeholders.
Skills/Experience:
- A seasoned professional in Payments & Fraud, boasting extensive experience leading teams in the eGaming sector within regulated environments.
- A minimum of 5+ years of hands-on experience with Digital Payments systems and expertise in Anti-fraud/AML processes and mechanisms is required.
- Experience managing a big floor of at least 50/60 people.
- Fraud/Payments/KYC/iGaming experience.
Salary / Remuneration: 80 – 100k + wellness package, private health insurance, meal allowance.
For more information contact Ivana Jeremic confidentially on +356 20341755 or email your CV
I specialize in recruiting for Payments, Fraud and Operational Banking if you wish to discuss this or other Operational Banking opportunities, please feel free to contact me.
For more opportunities visit our website on https://accelerate.mt/
About Accelerate – Accelerate is a Specialist Finance and Legal Recruitment Consultancy based in Malta.