Product Support Specialist – CLPSS

Main job function
The Product Specialist supports the development, optimisation, and performance of iGaming products across casino and/or sportsbook. The role acts as a bridge between Product, Operations, CRM, Marketing, Risk, and Customer Support, ensuring products
are correctly configured, compliant, competitive, and optimised for player engagement and revenue.
Knowledge of responsible gambling, AML, and compliance requirements
• Experience with CRM tools and player segmentation
• Exposure to A/B testing and product optimization

Personal Attributes
• Detail-oriented and structured
• Curious and data-driven
• Proactive and solutions-focused
• Strong sense of accountability

Qualifications
2–4 years’ experience in iGaming product, operations, or platform roles
• Strong understanding of casino and/or sportsbook products
• Experience working in regulated environments
• Familiarity with iGaming platforms and game providers
• Relevant diploma or degree (advantageous)

Criteria
Strategic Leadership
• Develop and execute the payments strategy aligned with company growth objectives
• Lead and scale the Payments function, including teams across operations,
reconciliation, risk, and fraud
• Identify and implement new payment methods to support market expansion
• Optimize payment routing to improve approval rates and reduce processing costs

Payments Operations
• Oversee end-to-end payment lifecycle: deposits, withdrawals, chargebacks, refunds
• Ensure high service levels, SLAs, and response times for payment queries
• Monitor transaction performance and resolve escalated operational issues
• Drive automation and system improvements to improve efficiency

Fraud, Risk & Compliance
• Work closely with Risk, AML, Compliance, and Responsible Gambling teams
• Ensure adherence to KYC/AML, PCI DSS, GDPR, and market-specific regulations
• Develop policies for fraud prevention, chargebacks, and suspicious transaction
monitoring
• Maintain strong governance and audit readiness

Vendor & Partner Management
• Manage relationships with Payment Service Providers (PSPs), acquirers, banks, wallets, and alternative payment methods
• Negotiate commercial terms and optimize fee structures
• Track provider performance and implement contingency routing
• Lead onboarding of new vendors and markets

Data, Reporting & Optimization
• Own payments KPIs including authorization rates, decline rates, chargebacks, costs
• Build dashboards and reporting with BI/Data teams
• Conduct root-cause analyses on failures and implement corrective measures
• Support Finance in reconciliation and settlement oversight

Customer Experience
• Ensure frictionless payment journeys in all channels and markets
• Reduce withdrawals times through process optimization and automation
• Collaborate with Product and UX teams to improve cashier flows
• Minimize customer complaints and payment-related churn

Key Performance Indicators (KPIs)
• Deposit authorization success rates
• Withdrawal turnaround time & SLA compliance
• Chargeback ratio and fraud loss rates
• Payment method uptime & incident resolution
• Cost per transaction / PSP fees
• Customer satisfaction on payment flows
Strong analytical and problem-solving skills
• Excellent attention to detail
• Good communication and stakeholder management abilities
• Ability to manage multiple priorities in a fast-paced environment
• Technically confident with systems and data

Remuneration: Market Related

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.