Our team is growing fast, and we are looking for an experienced professional with local presence in the respective market, to take on and expand the CX Operations of our Betano brand in Bulgaria.

At Kaizen Gaming, the best customer experience is one of our top priorities and the end goal of everything we do. The Customer Experience (CX) team is responsible for evaluating the customer perception of our products and offering recommendations to the product development teams on how to meet or exceed our users’ expectations. 

As a Customer Experience Analyst you will: 

• Prepare and execute customer research by using various techniques (customer interviews, online surveys, focus groups, etc.);
• Engage active interaction with customers & analyze customer feedback to create reports related to customer voice;
• Work as a project officer to deliver specific tasks/projects assigned and related to Customer Satisfaction;
• Evaluate success and long-term impact of implemented changes by installing and monitoring appropriate control metrics (CSAT/CES);
• Reproduce issues reported by our customers, analyze, communicate and follow up on key findings with various stakeholders;
• Work closely with other divisions / teams to resolve customer pain points in an efficient way;
• Proactively identify improvement areas to enhance customer experience and operational efficiency;
• Identify pain points in current internal processes, products and tools and initiate solutions and process refinements.

We are looking for a professional with a customer-centric approach to help us improve our processes and solutions to enhance the customer experience of our products and services across Kaizen Gaming.

• At least 2 years of relevant professional experience;
• Excellent command of Bulgarian language and good command of English, both verbal & written;
• Ability to process, analyze and synthesize data;
• Project management skills;
• Excellent communication skills and ability to influence senior stakeholders;
• Prior experience in the online gaming industry will be considered a strong asset.

Regarding the data you share with us, you may find and read our recruitment privacy notice here.

At Kaizen, we operate in verticals that represent the connection with our customers and the way that we create sustainable growth and seamless entertainment experiences. Each vertical (Sportsbook, Gaming, Account & Services, Rewards & Comms), as well as our core technology lines (Platform and International Expansion), consists of Technology and Product teams. 

The Technology Manager works closely with the Head of Technology and leads a part of the technology function of the vertical. She/he is responsible for ensuring that delivery, performance and quality standards are met both from a people and product perspective in a sustainable manner. Betano is currently looking for a Technology Manager who will be responsible for building the Technology Hub in Bulgaria and supporting Kaizen’s plan to create a technology team in its offices there.

• Leads two or more engineering teams of approximately 7-35 people.
• Partners with peers and key stakeholders within the same product line or from different product lines, to ensure high standards of product delivery, quality and performance, flag potential obstacles and implement process improvements.
• Ensures constant information sharing between all the teams under her/his charge, as well as across the verticals.
• Prioritises, aligns and enables the team to deliver high quality in a timely manner. Removes impediments that prevent teams from reaching their goals.
• Fosters a culture of continuous employee growth while ensuring high retention and engagement.
• Is responsible for staffing the team by prioritizing the needs, identifying potential  risks and being actively involved in the hiring process.
• Provides operational direction for information systems and technology.
• Provides the team with management/leadership and mentorship.
• Maintains the technology roadmap and also manages the potential tech debt.

• Bachelor’s degree in computer science, information systems, computer engineering, electrical engineering, system analysis or related field of study, or equivalent experience.
• 5-7 years of relevant experience in a similar position, having led software engineering teams.
• Exceptional interpersonal skills, including teamwork, facilitation, negotiation and decision-making.
• Experience in working with remote teams and in an international environment will be considered as a strong plus.
• Strong leadership skills.
• Excellent written, verbal, communication, and presentation skills.
• Excellent planning and organizational skills.

Regarding the data you share with us, you may find and read our recruitment privacy notice here.

• Owns the conception, orchestration and optimisation of all RNG activities, across all markets, with the aim of increasing customer satisfaction and respective revenue. 
• Leads the portfolio of games and releases in current and upcoming Kaizen markets and is the ultimate owner of all supplier relationships. 
• Works closely with the commercial and tech teams to ensure country, group and RNG targets are met and that we are offering tailored solutions across all markets and devices.
• Is always up-to-date with all trends in regards to competition, suppliers and each market’s gaming profile.  
• Has a full understanding of the latest regulations across markets to ensure our products are fully compliant. 
• Supports Kaizen Gaming’s inhouse platform experience with technology, ensuring we offer the smoothest and fastest gaming experience.
• Collaborates closely with the rest of the gaming functions (Live Casino, Virtuals, Gaming Experience, Gaming Operations) to ensure a unified customer experience.
• Strives to continuously improve processes, methodologies and ways of working, aiming to keep Kaizen’s brands at the forefront of developments and ahead of competition.

• Leads the RNG team, ensuring optimisation of internal structures and processes, by living the Kaizen Values. 
• Is responsible for driving the goal setting, performance assessment and individual development of the team.
• Drives knowledge sharing within the team and ensures impediments are removed and that there are no “single points of failure”. 

• Have international Gaming (RNG or other) experience along with supplier management knowledge. 
• Have a growth mindset with a strong customer savviness and data analysis literacy. 
• Experience in forming, leading and developing high-performing teams. 
• Have in-depth understanding of product management lifecycle, agile and lean methodologies. 
• Be self-motivated and self-driven with a passion for executing your strategies with the aim of making an impact across the Group
• Ability to lead and influence others and to build strong relationships. .
  
  

• Customer commitment (Customer lens)
• Self-drive (Passion)
• Resilience (Passion)
• Accountability (Get things done)
• Contextual self-awareness (Continuous improvement)
• Compassion/Empathy (People first)

• Managing people (Operating acumen)
• Developing people (Leadership acumen)
• Strategic ability & perspective (Strategic acumen)

Regarding the data you share with us, you may find and read our recruitment privacy notice here.

The Customer Service Manager is responsible for providing a productive and motivating working environment. They are following and implementing the general strategy within the team, leading and focusing on people development, team morale and performance, overall operation and function of the department. 

• Collaborate with the head/director in accomplishing the overall goals of the division;
• Create strategic plans, set long-, medium- and short-term goals and turn new ideas to projects;
• Allocate projects and monitors progress, provides advice and assist when needed;
• Analyze, evaluate and report for the overall results of the department (quantitative and qualitative metrics);
• Collaborate with supervisor and team leaders to ensure the smooth operation of the department;
• Monitor performance and needs of direct reports and overall performance of the department;
• Responsible for recruiting needs and processes;
• Collaborate with the QC team in regards of the qualitative reports (agents/department evolution according to the KPI's);
• Be updated regarding the customer service trends, tools and practices.

• Proven experience in a relevant role is mandatory;
• Experience in the gaming industry;
• High leadership & communication skills;
• High organizational & analytical skills;
• Self-motivated, autonomy in decision making, quick reaction to sudden incidents, efficient, flexible;
• Written expression — the ability to communicate information and data in writing so others will understand;
• Service orientation — actively looking for ways to help customers (internal/external);
• Proficient in MS Office / G Suite;
• Ability to interact with colleagues and lead/inspire team members;
• Fluent knowledge of English and Bulgarian.

Regarding the data you share with us, you may find and read our recruitment privacy notice here.