Job Title: Operations Support Specialist (Shift-Based)
Location: Malta
Department: Operations
Reports to: Head of Operations
Type: Full-time, Shift-based (including evenings, weekends, and holidays on rotation)
About the Role:
We are looking for a proactive and detail-oriented Operations Support Specialist to join our team and provide high-quality, real-time support to our B2B partners across the iGaming platform. This is a shift-based role, requiring availability for scheduled rotations including nights, weekends, and holidays.
You will act as a critical point of contact for operational and technical support issues, working across internal systems (CMS, CRM, Back Offices) and coordinating with cross-functional teams to resolve partner concerns efficiently. The ideal candidate has strong analytical skills, a service-first mindset, thrives in a fast-paced environment, and quick issue resolution — particularly for clients in the LATAM region, so fluency in Spanish and/or Portuguese is ideal.
Key Responsibilities:
- Handle and resolve client escalations related to CMS configuration
- Provide prompt support and troubleshooting for issues related to bonuses, promotions, and campaign setup across client platforms
- Monitor and investigate payment transactions to identify and resolve issues such as failed deposits, delayed withdrawals, or cashier-related errors.
- Collaborate with the Marketing and Product teams to escalate and follow up on requests for new payment service providers (PSPs), game integrations, or additional providers
- Assist clients with platform-related concerns, including lobby malfunctions, game loading issues, or interrupted gameplay rounds
- Review, investigate, and escalate incorrect or missing bet settlements
- Support clients in configuring, tracking, and troubleshooting sportsbook promotions, bet types, and bonus campaign logic
- Continuously monitor transactional, gameplay, login, and performance reports across multiple back office systems
- Deliver actionable insights and data analysis through daily, weekly, and monthly reporting
- Act as a liaison between internal teams (Tech, Product, Marketing, CRM) and external partners to ensure timely resolution of operational requests
- Manage and respond to any ad-hoc internal or client-related requests
Shift Details:
- Rotating shifts
- Includes evenings, weekends, and public holidays
- Shift schedule communicated in advance
Requirements:
- 1–2 years in an Operations, Support, or Customer Success role (iGaming industry preferred)
- Familiarity with CRM, CMS, ticketing systems (JIRA) and back-office systems
- Experience in troubleshooting technical issues and analyzing transactional data
- Strong communication and problem-solving skills
- Ability to multitask and prioritise in a fast-paced, operational environment
- Fluency in Spanish and/or Portuguese is required
- Basic understanding of online casino/sportsbook operations is a plus
- Curious, eager to learn, and capable of working under pressure in a dynamic support environment
- Comfortable working in a rotating shift schedule, including outside normal business hours
Why Join BetStarters?
At BetStarters, we value creativity, initiative, and collaboration. This is your opportunity to grow with a forward-thinking team in the iGaming space, helping us shape the future of the industry.
Top Skills
What We Do
BetStarters is a technology and service provider for the iGaming industry, offering solutions like white-label and turnkey platforms for online casinos and sportsbooks. BetStarters focus on delivering customisable solutions, integrations, and operational support for operators in emerging markets to help them launch and manage their gaming businesses.
