Job Title: Operations Support Specialist (Shift-Based)
Location: Malta
Department: Operations
Reports to: Head of Operations
Type: Full-time, Shift-based (including evenings, weekends, and holidays on rotation)
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 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 analyzing 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 required
- 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.