Jobs at Workanova

Lead an iGaming customer support team, overseeing daily operations, workflows, performance, and customer service quality. Train and motivate agents, resolve operational challenges, collaborate with project management, analyze performance metrics, and produce actionable reports. The role also drives process improvements, customer satisfaction, operational efficiency, and continuous team development in an office-based environment.

Leads and develops an Arabic-speaking iGaming sales team, managing sales, retention, reactivation, revenue, coaching, performance reporting, CRM accuracy, compliance, escalations, scheduling, and player experience. Coordinates with internal departments, supports recruitment and onboarding, executes campaigns and VIP initiatives, analyzes team metrics, and drives a high-performance culture while ensuring responsible gaming and regulatory standards.

Develop and maintain scalable PHP and Laravel backend services, REST APIs, MySQL databases, and Kafka-based event-driven systems. Manage AWS infrastructure, optimize performance, troubleshoot production issues, and contribute to architecture decisions. Conduct code reviews, mentor developers, and collaborate with Product, Frontend, QA, and DevOps teams on reliable high-traffic systems.

Engage Arabic-speaking iGaming players through inbound and outbound calls, promote approved products and campaigns, drive activation, engagement, retention, and reactivation, manage player requests, document interactions in the CRM, coordinate escalations, and meet sales and engagement targets while following responsible gaming, data protection, and regulatory requirements.

Owns the full 24/7 customer support function in Serbia, including team leaders, agents, QA, scheduling, performance, processes, and governance. The role requires cross-functional collaboration across payments, risk, VIP, CRM, product, legal, and compliance. Responsibilities include managing KYC, AML, responsible gaming, escalations, complaints, AI-driven conversation analysis and automation, KPI reporting, systems evaluation, recruitment, training, coaching, and leadership accountability. Travel to Cyprus for management meetings is required.

Execute and QA Arabic-language CRM campaigns across email, SMS, push notifications, and other channels. Prepare customer segments, schedule launches, monitor delivery, track basic performance metrics, maintain campaign records, and coordinate with CRM, marketing, content, and design teams. Support customer engagement, retention, reactivation, VIP, and promotional campaigns while following detailed processes and deadlines.

Own and deliver onboarding, certification, nesting, assessments, and refresher training for customer support agents in an iGaming operation. Train agents on products, systems, SOPs, payments, KYC, AML, Responsible Gaming, and escalation procedures. Use QA findings to create targeted coaching, maintain training records and certification status, support improvement plans, and keep materials aligned with current procedures and knowledge-base content.

Conduct quality and compliance reviews of iGaming customer-support interactions across LiveChat, HelpDesk, and AI support channels. Monitor SOP, SLA, escalation, Responsible Gaming, AML, KYC, player protection, privacy, payment, bonus, and adjustment controls. Escalate high-risk issues, maintain QA documentation and checklists, support knowledge-base governance, track corrective actions, and verify issue resolution and AI-response accuracy.

Processes customer payments and withdrawals, performs KYC and account validation, investigates transaction issues, assesses payment and player-account risk, monitors for fraud and bonus abuse, escalates high-risk cases, coordinates with internal teams and payment providers, and maintains accurate investigation records while following regulatory and company procedures.

Provides technical, client-facing support for CRM and customer data platforms such as HubSpot and Salesforce. Troubleshoots workflows, filtering logic, automations, segmentation, databases, SQL queries, spreadsheets, and regex-related issues. Communicates technical concepts clearly through chat, email, and video, while supporting onboarding, implementation, solutions consulting, and customer problem-solving in a remote B2B environment.

Engages prospective and existing clients through outbound calls, identifies needs, recommends products and services, supports onboarding and account activation, maintains CRM records, builds relationships, and meets sales and performance targets while ensuring a positive customer experience.

Leads end-to-end delivery of software and web development projects, translating business objectives into technical roadmaps and execution plans. Coordinates cross-functional teams, stakeholders, clients, and vendors while managing schedules, budgets, backlogs, risks, dependencies, quality, and change requests. Facilitates Agile ceremonies, maintains project documentation, communicates status and recommendations, and ensures projects meet scope, timeline, budget, and quality expectations.