Senior Operations Support Specialist

BetStarters is a B2B iGaming platform provider delivering sportsbook, casino, and back-office solutions to operators across multiple regulated markets. We work closely with our partners to help them grow and retain their player base through effective CRM strategies, promotions, and lifecycle campaigns.

About the Role

We are looking for an experienced Senior Operations Support Specialist to play a key role in delivering high-quality, real-time operational support to our B2B partners across the BetStarters iGaming platform.

This role combines hands-on operational support with advanced troubleshooting and mentoring responsibilities. The Senior Specialist will handle complex partner issues, support operational investigations, and act as a key point of contact during shifts when the Team Leader may not be present.

You will work closely with internal teams including Tech, Product, Marketing, CRM, and Payments, ensuring that operational requests and platform issues are handled efficiently and escalated when necessary.

The ideal candidate has strong analytical skills, solid experience in iGaming platform operations, and the ability to troubleshoot complex issues related to payments, gameplay, bonuses, and sportsbook functionality. Since many of our partners operate in the LATAM region, fluency in Spanish is highly desirable.

Key Responsibilities

Advanced Client & Platform Support

• Handle and resolve complex client escalations related to CMS configuration and platform operations
• Investigate and troubleshoot bonuses, promotions, and campaign setup issues across partner platforms
• Monitor and investigate payment transaction issues, including failed deposits, delayed withdrawals, and cashier-related errors
• Review and escalate incorrect or missing bet settlements
• Support clients with sportsbook configurations, bet types, and promotional campaign logic
• Investigate platform issues including lobby malfunctions, game loading problems, and interrupted gameplay rounds
  
  

Operational Monitoring

• Continuously monitor transactional, gameplay, login, and performance reports across back-office systems
• Identify anomalies, operational risks, or irregular activity and escalate accordingly
• Assist with incident investigation and root cause analysis
  
  

Cross-Functional Coordination

• Act as a liaison between Operations, Tech, Product, Marketing, CRM, and Payments teams
• Escalate and follow up on requests related to PSP integrations, game providers, and additional services
• Ensure proper documentation and tracking of issues through ticketing systems such as JIRA
  
  

Team Support

• Works in guiding and supporting Operations Support Specialists during shifts
• Provide knowledge sharing and mentoring to junior team members
• Help maintain shift handover documentation and operational updates
• Support onboarding and training of new team members
• Ensures shift roster is prepared and shared well in advance
  
  

Reporting & Insights

• Assist in preparing daily, weekly, and monthly operational reports
• Provide insights based on transactional data and platform performance
• Identify recurring issues and suggest operational improvements
  
  

Ad-hoc Support

• Handle high-priority operational incidents
• Assist with internal and client-related operational requests
  
  

Requirements

• 2–4 years experience in Operations, Platform Support, or Customer Success in the iGaming industry
• Strong knowledge of casino and sportsbook platform operations
• Experience using CRM, CMS, JIRA, and back-office systems
• Experience investigating payments, bonuses, transactions, and gameplay issues
• Strong analytical and troubleshooting skills
• Excellent communication and stakeholder management skills
• Ability to work independently and handle complex operational issues
• Fluency in Spanish and English required
• Ability to work in a rotating shift environment
  
  

Why Join BetStarters?

At BetStarters, we value creativity, initiative, and collaboration. This role offers the opportunity to grow into leadership, working closely with both operational teams and external partners while helping ensure smooth platform operations.

You’ll be part of a dynamic iGaming environment where your expertise directly contributes to improving partner satisfaction, operational performance, and platform reliability.