Patrianna

We're passionate about creating exceptional gaming experiences for millions of players around the world. We are an international team embracing a remote-working culture and we're thriving to be the best in what we do. Our headquarter is in Gibraltar and together with our teams across Europe, we are building engaging apps and web gaming products.

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🔥 Shift Lead Specialist - Remote

Posted 2024-11-21

📍 Brazil, Mexico, Gibraltar, Bulgaria, San Jose, CR

🧭 Full-Time

🔍 IGaming

Proven experience in shift management or customer support leadership, ideally in the iGaming sector.
Expertise in shift resource allocation, workload balancing, and contingency staffing.
Strong analytical and reporting capabilities.
Excellent problem-solving skills with quick decision-making ability.
Effective communication skills and experience in managing complaints.
Familiarity with customer support tools and software.
Ability to thrive in a dynamic, fast-paced environment.

Oversee day-to-day operations during assigned shifts, ensuring tasks are completed efficiently and on schedule.
Manage resource allocation, balancing workloads to meet demand and optimize productivity.
Address operational issues promptly and escalate as needed.
Supervise and direct team members, providing clear instructions and support.
Guide and mentor new and existing team members.
Monitor team performance and provide feedback to enhance productivity.
Ensure resolution of customer inquiries and complaints.
Maintain compliance with safety guidelines and company policies.
Compile shift reports documenting key activities and performance metrics.
Manage social media profiles to ensure proper handling of customer requests.

LeadershipCross-functional Team LeadershipOperations ManagementCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceMentoringOrganizational skillsTime ManagementWritten communicationCoaching

Posted 2024-11-21

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🔥 Shift Lead Manager - Remote

Posted 2024-11-21

📍 Costa Rica, Brazil, Mexico, Bulgaria, Gibraltar

🧭 Full-Time

🔍 IGaming/gambling industry

Minimum 3 years of experience in customer service related departments like CS, QA or shift management, with a minimum of 1 year in a team leadership role.
Expertise in the iGaming/gambling industry is preferred.
Strong experience in shift scheduling, resource management, and contingency planning.
Exceptional analytical and problem-solving skills, with experience in reporting and performance analysis.
Proven leadership abilities, with excellent interpersonal and coaching skills.
Familiarity with customer support and shift management software.
Adaptable, with the ability to respond quickly to changing operational demands.

Lead the shift management team, providing oversight and guidance to ensure optimal shift operations.
Develop and refine shift planning strategies, including scheduling, workload distribution, and contingency planning.
Monitor daily shift activities, proactively addressing any operational issues that arise.
Conduct regular performance evaluations of shift managers, providing coaching and feedback to drive improvement.
Collaborate with other departments to ensure resource availability and efficient problem resolution.
Analyse operational data to identify trends, make staffing adjustments, and implement process improvements.
Ensure compliance with safety protocols, company policies, and industry regulations during all shifts.
Prepare detailed shift performance reports, highlighting successes, issues, and recommendations for future shifts.
Drive initiatives to enhance team efficiency, service quality, and overall customer satisfaction.
Serve as the key liaison between shift managers and upper management, ensuring smooth information flow.
Be responsible for seamless and effective customer’s complaints handling.

LeadershipQACustomer serviceComplianceCoaching

Posted 2024-11-21

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🔥 Payment Analyst

Posted 2024-10-25

📍 SILEMA, MT / Romania / Poland

🔍 Online gaming/gambling

Strong SQL skills and experience with data visualization tools such as Tableau or PowerBI.
Python skills are a plus.
Prior experience in the gambling industry, especially related to payments.
Core competencies include analytical thinking, attention to detail, and strong collaboration and communication skills.

Use SQL to analyze payment data and create dashboards with tools like Tableau, PowerBI or Looker.
Report on payment metrics and test outcomes to inform strategy.
Implement strategies to reduce declines and enhance transaction success.
Analyze payment failure trends and develop strategies to recover failed transactions.
Identify bottlenecks in the payment funnel and recommend UX improvements to increase conversion rates.
Help in the designs of AB tests, analyze results, and recommend actionable improvements.

SQLData AnalysisTableauStrategyData analysisCommunication SkillsCollaboration

Posted 2024-10-25

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🔥 Sports Data Analyst

Posted 2024-10-23

📍 Malta, Gibraltar

🧭 Full-Time

🔍 Gaming

Experience in the gaming industry, especially within Casino and Sports sectors.
Proficiency in SQL for database querying and data manipulation.
Expertise in data analytics and visualization tools like Tableau or PowerBI.
Strong analytical, problem-solving skills, and attention to detail.
Excellent collaboration and communication abilities.
Python or programming skills are a plus.

Work closely with our casino team to understand business objectives, define key performance indicators (KPIs), and prioritize dashboard improvements.
Develop and manage SQL queries to extract and manipulate data from multiple databases and sources.
Design, build, and maintain interactive dashboards and reports using Tableau, Looker, or similar tools.
Ensure data accuracy and integrity, providing actionable insights based on analysis.
Optimize and update existing dashboards, while creating new ones to meet evolving business needs.

PythonSQLData AnalysisMicrosoft Power BITableauData analysisPandasCommunication SkillsAnalytical SkillsCollaborationMicrosoft Excel

Posted 2024-10-23

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🔥 Chargeback Team Lead

Posted 2024-10-23

📍 Malta, Bulgaria, Gibraltar, Sofia, BG

🔍 Gaming

5+ years of experience in chargeback processing, fraud detection, or dispute resolution, preferably in gaming or financial services.
At least 1 year of management experience, supervising a team and managing attendance and performance.
Proven ability to onboard and train staff effectively.
Skilled in preparing and presenting detailed reports on chargeback trends.
Familiarity with industry regulations and Visa/MasterCard rules.
Strong analytical skills for identifying trends and ensuring accuracy.
Excellent organizational skills with the ability to prioritize tasks effectively.
Strong verbal and written communication skills.
Quick analytical skills for developing solutions to chargeback issues.
Willingness to stay updated on industry trends.
Familiarity with chargeback management tools and reporting software.
Ability to work collaboratively with cross-functional teams.

Oversee and monitor attendance and punctuality of Chargeback Analysts.
Manage CHB and Ethoca alerts for customer service and internal escalations.
Lead recruitment and provide comprehensive training for new analysts.
Coach and mentor team members to achieve KPI goals.
Develop and manage the monthly team schedule.
Prepare detailed chargeback reports for management.
Stay informed about industry developments and ensure compliance.
Perform additional duties as assigned.

LeadershipData AnalysisCross-functional Team LeadershipOperations ManagementData analysisCommunication SkillsAnalytical SkillsCollaboration

Posted 2024-10-23

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🔥 Chargeback Analyst

Posted 2024-10-23

📍 San Jose, CR / Bulgaria / Malta / Gibraltar / Costa Rica

🔍 Gaming

Minimum of 2+ years of experience in chargeback or dispute processing.
Bachelor's degree in any discipline or at least 2 years of college education.
In-depth knowledge of Visa/MasterCard rules and procedures.
Experience with USA/European gaming accounts is preferred.
Strong attention to detail and accuracy.
Excellent time management and organizational skills.
Proficient in written and spoken English in a professional environment.
Ability to solve problems quickly and effectively.
Capable of multitasking and prioritizing workload.
Strong interpersonal, communication, and presentation skills.
Ability to perform well under pressure.
Proactive mindset with a capacity to suggest process improvements.

Review, investigate, and resolve chargeback disputes accurately and in a timely manner.
Detect and investigate fraud-related chargebacks and analyze risks.
Perform validations and external checks concerning transactions.
Make and implement decisions based on fraud investigations.
Prepare documentation for chargeback disputes and respond to internal inquiries.
Analyze transaction reports for suspicious activities.
Monitor and report on chargeback statistics and trends.
Suggest best practices for chargeback reduction and process improvement.

Problem Solving

Posted 2024-10-23

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🔥 Player Operations Specialist

Posted 2024-10-23

📍 Costa Rica, Mexico, Brazil

🧭 Full-Time

🔍 Gaming

Minimum of 2+ years of experience in a KYC, Payments or Risk Specialist role.
Bachelor's degree in any course or at least 2 years in college.
Experience dealing with USA/European Gaming accounts preferred.
Ability to communicate in written and spoken English in a business environment.
Skills in multi-tasking, prioritization, and managing time effectively.
Strong interpersonal, communication, and presentation skills.
Problem-solving and decision-making abilities.
Analytical skills with keen attention to detail.
Ability to cope under pressure and maintain a proactive work approach.
Commercial awareness and understanding of broad business issues.

Early detection and prevention of fraudulent accounts and suspicious transactions through comprehensive analysis.
Conduct KYC procedures to verify customer identities and assess risk levels, including Enhanced Due Diligence reviews on high-risk customers.
Ensure document integrity and compliance while coordinating with relevant teams.
Manage the payment process including receiving, processing, and verifying invoices.
Review transaction reports for suspicious activity and perform investigations.
Assist other departments with payment-related queries and investigate discrepancies.
Collaborate with internal teams to ensure documentation practices meet compliance standards.
Provide accurate records of customers and monitor the progress of assigned cases.
Report operational issues promptly and make effective day-to-day decisions.

Analytical SkillsCollaborationProblem Solving

Posted 2024-10-23

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🔥 Customer Support Lead

Posted 2024-10-23

📍 Costa Rica, San Jose, Malta, Sliema, Bulgaria, Sofia, Romania, Bucharest

🔍 Social casino gaming

Minimum of 5+ years in a customer support management role, preferably in Gaming/eCommerce.
Bachelor’s degree in Business Administration, Management, or related field.
Master’s degree is advantageous.
Strong leadership and strategic planning skills.
Proficient in CRM software like Zendesk.
Adept at analytical and reporting tasks.
Inspirational leader with excellent problem-solving and decision-making capabilities.
Exceptional communicator at all levels.

Guide and mentor a team of Customer Support Team Leads.
Develop and implement strategies to enhance team efficiency and effectiveness.
Oversee the monitoring and achievement of KPIs across the customer support teams.
Drive comprehensive training and coaching programs to enhance team performance.
Oversee quality assurance to ensure customer interactions meet company standards.
Analyze existing support processes and implement changes for operational efficiency.
Lead recruitment efforts for high-caliber team leads and manage onboarding.
Develop performance improvement plans for underperforming team members.
Prepare detailed reports on team performance and service issues for senior management.
Handle escalated issues and make high-stake decisions for service delivery.

LeadershipProject ManagementPeople ManagementProject CoordinationCross-functional Team LeadershipOperations ManagementStrategyCommunication SkillsAnalytical SkillsCollaboration

Posted 2024-10-23

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Patrianna

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