Tech.

About the role: Our client is seeking a Technical Account Manager to join their Operations team and support their continued expansion across Latin America. This role sits at the intersection of Technical Operations, Engineering, and Client Services, ensuring the successful delivery, stability, and performance of operator and provider integrations. The successful candidate will act as the primary technical contact for clients, managing integrations, supporting live production environments, troubleshooting technical issues, and coordinating with Engineering teams to ensure a seamless customer experience.   Main Responsibilities:  Serve as the primary technical point of contact for operator and provider partners across Latin America. Manage technical integrations from onboarding through to production go-live. Monitor live production environments and proactively identify technical issues affecting clients. Coordinate technical incidents, escalations, and resolutions with Engineering and NOC teams. Investigate API, connectivity, and integration-related issues to minimise service disruption. Analyse logs and technical data to assist with troubleshooting and root cause investigations. Support operational improvements to enhance platform stability and service delivery. Work closely with Commercial, Product, Engineering, and Operations teams across multiple regions. What we are looking for: Previous experience within the iGaming industry. Hands-on experience within a NOC, Technical Operations, or 24/7 Production Support environment. Strong understanding of API integrations, network connectivity, and troubleshooting live production issues. Ability to investigate logs, analyse incidents, and coordinate technical escalations with Engineering teams. Excellent English communication skills, with Spanish or Portuguese considered a strong advantage. Strong organisational skills, attention to detail, and the ability to work effectively in a fast-paced production environment.

Full remote role B2B contract provided Salary: up to 45k gross per year Previous experience in the iGaming industry is required   Main Responsibilities Lead the day-to-day operations of the Customer Support department, ensuring efficient collaboration between first-line and second-line support teams. Manage the onboarding and operational readiness of Customer Support Representatives and team leads. Oversee support operations using Intercom, Zendesk, or similar customer support platforms. Define, monitor, and improve KPIs, including response time, resolution time, SLA adherence, and CSAT. Conduct quality assurance reviews to maintain high service standards and compliance. Prepare reports on team performance, workload, operational metrics, and customer feedback. Maintain and improve the Knowledge Base, Help Centre, and internal documentation. Drive process improvements, workflow optimization, and customer support automation initiatives. Collaborate with Fraud, AML, Payments, VIP, and Product teams to resolve escalated cases and improve customer experience. Manage workforce planning, shift coverage, and ensure compliance with AML, KYC, and data protection requirements.   Key Skills & Experience Previous experience managing a Customer Support team, ideally within iGaming, fintech, or online platforms. Strong leadership and people management skills. Experience with Intercom, Zendesk, or similar CRM/support tools. Proven ability to monitor and improve KPIs, SLAs, CSAT, and operational performance. Experience creating reports, analyzing customer support metrics, and driving process improvements. Knowledge of AML, KYC, fraud prevention, payments, and compliance. Strong stakeholder management and cross-functional collaboration skills. Excellent organizational, communication, and problem-solving abilities.

The role is full remote Contract: B2B Salary: around 20k USD per year Previous iGaming experience needed   Main Responsibilities Provide customer support via live chat and email, ensuring timely, accurate, and professional assistance. Handle account-related issues, including verification, account restrictions, and responsible gaming requests. Support customers with deposits, withdrawals, payment statuses, and basic cryptocurrency inquiries. Resolve issues related to gameplay, sports betting, bonuses, and promotions. Explain company policies, wagering requirements, limits, and terms & conditions. Identify and escalate potential fraud, abuse, or suspicious activity following internal procedures. Promote and support Responsible Gaming initiatives. Document all customer interactions accurately in internal systems. Follow SOPs, SLAs, and escalation processes, collaborating with second-line support when needed. Stay updated on platform features and work rotational shifts while ensuring smooth handovers.   Key Skills & Experience Previous experience in customer support, ideally within iGaming or online platforms. Excellent written communication skills with a customer-first approach. Experience handling sensitive customer situations professionally. Understanding of payments, account verification (KYC), and cryptocurrency is beneficial. Knowledge of sports betting, casino products, bonuses, and promotions. Strong attention to detail and ability to follow compliance procedures. Comfortable working in a fast-paced, shift-based environment.