Junior Operations Associate

About the Role

The Junior Operations Associate role sits within the Operations team and works closely with the Integrations team. The role involves providing high-quality support to clients, monitoring systems in real-time, running daily reports, and ensuring smooth operations. We are looking for someone organized, proactive, and eager to learn, who is willing to take on additional responsibilities as they grow with the team.

Key Responsibilities

• Answering B2B clients’ enquiries via Ticketing System & Live Chat in line with SLAs and KPIs.
• Following standard procedures for proper escalation of unresolved issues to relevant internal or external teams.
• Prioritizing support tickets based on their impact on the business.
• Monitoring systems, dashboards, and live alerts, offering real-time support to internal stakeholders and clients, and reporting issues to relevant departments.
• Running Daily Reports and Monitoring Systems, including Players and Games Profit and Loss (P/L) reports, Games Return To Player (RTP%) reports, and Unsettled Bets monitoring to identify potential server issues and escalate them.
• Big Win's verification for in-house games and with 3rd party providers.
• Open bets settling.
• Assisting the team with out-of-hours support where necessary.

Requirements & Tech Stack

Essential Skills, Knowledge & Experience

• Good written and spoken English, with the ability to communicate clearly and professionally with clients and internal teams.
• Strong numerical and analytical skills, with the ability to interpret reports, check data accurately, and identify discrepancies or unusual activity.
• Working knowledge of Microsoft Excel or Google Sheets, including sorting, filtering, and basic formulas.
• A logical approach to troubleshooting, including gathering relevant information, documenting findings, and following established escalation procedures.
• Ability to prioritize enquiries and operational tasks according to urgency, business impact, and agreed service levels.
• Ability to maintain accurate records and follow documented procedures when handling client information, game results, and transaction data.

Desirable Skills, Knowledge & Experience

• Previous experience in customer service, B2B support, technical support, or an operations environment, including internships or work placements.
• Familiarity with ticketing systems, live chat platforms, or monitoring dashboards.
• An interest in the iGaming industry and a basic understanding of concepts such as Return to Player (RTP), Profit and Loss (P/L), bet settlement, and game rounds.
• Basic technical knowledge of web applications, APIs, log files, or SQL to support investigation of operational issues.

Personal Attributes

• Strong communication and interpersonal skills.
• Organized with good attention to detail.
• Ability to work independently and collaboratively.
• Proactive and adaptable approach to work.
• Comfortable working within a fast-paced environment.