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Supervise daily customer support operations for an iGaming platform: monitor and coach agents, manage escalations and ticket queues, review interactions for quality and compliance, track KPIs, lead improvement projects, manage timelines and deliverables, and report operational performance to senior management.

Provide Spanish-language customer support via live chat and ticketing, troubleshoot and resolve issues, document cases, collaborate with internal teams to identify trends, and maintain high service standards in a high-volume digital gaming environment.

Monitor and evaluate customer support chats and emails for policy compliance; document feedback; analyze quality metrics; produce reports and action plans; collaborate with support teams to improve processes and agent performance.

Develop backend services using C#/.NET, design and maintain microservices and event-driven systems, implement async messaging (Kafka), optimize relational databases, apply EF ORM, implement auth (OAuth2/OpenID), write unit/integration tests, and ensure production reliability, performance, and observability while coordinating cross-team work.

Own VIP CRM strategy for Casino and Sports customers: plan monthly VIP calendars, manage revenue and bonus budgets, optimize VIP lifecycle journeys, execute and optimize upsell/retention/reactivation campaigns across email, SMS, push and in-app, align automated flows with account managers, track KPIs (retention, ARPU, LTV, churn), analyze campaign conversion and communication metrics, and run A/B and multivariate tests to improve ROI.