Operations Support Specialist

About the Role

We are looking for a proactive and detail-oriented Operations Support Specialist to join our team and provide high-quality, real-time support to our B2B partners across the iGaming platform. This is a shift-based role, requiring availability for scheduled rotations including nights, weekends, and holidays.

You will act as a critical point of contact for operational and technical support issues, working across internal systems (CMS, CRM, Back Offices) and coordinating with cross-functional teams to resolve partner concerns efficiently. The ideal candidate has strong analytical skills, a service-first mindset, thrives in a fast-paced environment, and quick issue resolution - particularly for clients in the LATAM region, so fluency in Spanish and/or Portuguese is ideal.

Key Responsibilities:

• Handle and resolve client escalations related to CMS configuration

• Provide prompt support and troubleshooting for issues related to bonuses, promotions, and campaign setup across client platforms

• Monitor and investigate payment transactions to identify and resolve issues such as failed deposits, delayed withdrawals, or cashier-related errors.

• Collaborate with the Marketing and Product teams to escalate and follow up on requests for new payment service providers (PSPs), game integrations, or additional providers

• Assist clients with platform-related concerns, including lobby malfunctions, game loading issues, or interrupted gameplay rounds

• Review, investigate, and escalate incorrect or missing bet settlements

• Support clients in configuring, tracking, and troubleshooting sportsbook promotions, bet types, and bonus campaign logic

• Continuously monitor transactional, gameplay, login, and performance reports across multiple back office systems

• Deliver actionable insights and data analysis through daily, weekly, and monthly reporting

• Act as a liaison between internal teams (Tech, Product, Marketing, CRM) and external partners to ensure the timely resolution of operational requests

• Manage and respond to any ad-hoc internal or client-related requests

Shift Details:

• Rotating shifts

• Includes evenings, weekends, and public holidays

• Shift schedule communicated in advance

Requirements:

• 1–2 years in an Operations, Support, or Customer Success role (iGaming industry preferred)

• Familiarity with CRM, CMS, ticketing systems (JIRA) and back-office systems

• Experience in troubleshooting technical issues and analysing transactional data

• Strong communication and problem-solving skills

• Ability to multitask and prioritise in a fast-paced, operational environment

• Fluency in Spanish and/or Portuguese is ideal

• A basic understanding of online casino / sportsbook operations is a plus

• Curious, eager to learn, and capable of working under pressure in a dynamic support environment

• Comfortable working in a rotating shift schedule, including outside normal business hours

Why Join BetStarters?

At BetStarters, we value creativity, initiative, and collaboration. This is your opportunity to grow with a forward-thinking team in the iGaming space, helping us shape the future of the industry.