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Role in brief
DevCasi is looking for a Lead Support to build and manage a new technical support team for their iGaming platform. This role is ideal for someone with experience in B2B support and process development in the gaming sector.
About the role
In this role, you will establish and oversee a technical support team dedicated to DevCasi's iGaming platform. You will be responsible for creating support processes, including regulations, SLAs, and escalation rules, ensuring high-quality service delivery for both internal and external partners.
As a middle-seniority position, you will leverage your experience in B2B support and familiarity with casino platforms. You will also be involved in onboarding new team members and monitoring user flows to identify and document issues, contributing to product improvements and overall operational efficiency.
The salary is set at a minimum of $1596 per month, with no maximum stated.
Skills that matter here
- Jira: You will use Jira to document bugs, monitor their status, and keep partners informed.
- DevTools: DevTools will be utilized for testing and reproducing issues on the platform.
Who this role suits
- You have a background in technical support within the iGaming sector.
- You thrive in building processes and enjoy a hands-on approach to problem-solving.
- You are comfortable working on a shift schedule, including nights and weekends.
- You have a collaborative mindset and can effectively communicate with partners.
From the employer
- Build support processes from scratch: regulations, SLAs, prioritization, escalation rules, response templates, knowledge base;
- Propose and implement a shift coverage scheme for support: shift schedules, shift handovers, on-call duties, and replacements;
- Onboard new employees;
- Handle inquiries from projects and partners: understand the issue, reproduce it, escalate to development upon confirmation, and follow through to resolution;
- Regularly check key user flows on client sites: after releases and on a scheduled basis (registration, deposits, gameplay, bonuses, withdrawals);
- Document bugs in Jira, monitor their status, and keep partners informed;
- Collect statistics on inquiries and suggest product improvements.
- Experience in the iGaming sector, understanding of casino platforms, payments, bonuses;
- Experience in B2B support (working with partners, not end-users);
- At least 2 years of support experience, including at least 1 year in a lead or senior specialist role;
- Experience in building support processes (regulations, SLAs, escalations);
- Ability to reproduce issues and clearly describe bugs;
- Experience with Jira or similar tools;
- Willingness to work on a shift schedule, including night shifts and weekends.
- Remote work;
- Opportunity to build a department from scratch and influence processes;
- Tools: Jira, browser, DevTools, test accounts.
Questions about this role
What is the remote work policy?
This position is fully remote.
What level of experience is required?
Candidates should have at least 2 years of support experience, including 1 year in a lead or senior role.
How can I apply for this position?
Interested candidates can apply through the DevCasi website.
✓ Apply here in a minute. Your application and answers go straight to the hiring person, so you never land in a spam pile.