Product Support Specialist – CLPSS

Main job function

The Product Specialist supports the development, optimisation, and performance of iGaming products across casino and/or sports book. 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

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

2–4 years’ experience in iGaming product, operations, or platform roles

• Strong understanding of casino and/or sports book products
• Experience working in regulated environments
• Familiarity with iGaming platforms and game providers
• Relevant diploma or degree (advantageous)

• 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

• 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

• 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

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

• 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

• 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
• Minimise customer complaints and payment-related churn

• 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

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.