Kaizen Gaming Careers - Client Operations Specialist

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

Let's start with the role

As a Client Operations Specialist, you will play a key role in ensuring the efficiency and effectiveness of our client operations (Payments, Fraud Prevention and KYC) within the dynamic environment of the online betting and gaming industry. Your primary responsibility will be to manage day-to-day operational processes, handle escalations and support internal teams to enhance overall client satisfaction and operational excellence.

Responsibilities:

As a Client Operations Specialist, your typical day begins by reviewing open escalations related to payments, fraud prevention, and KYC processes. You'll assess each case, prioritizing based on urgency and complexity, and collaborate closely with internal teams—such as Customer Support, Risk Management, and Compliance—to ensure timely and effective resolution.

Throughout the day, you'll act as a critical point of contact for handling operational escalations, providing guidance to internal teams and clarifying procedures to address client-related issues effectively. You'll proactively monitor ongoing operational processes, identifying bottlenecks or recurring problems, and propose improvements to enhance overall efficiency.

In addition, you'll maintain accurate documentation of escalations, resolutions, and operational decisions, ensuring clarity and compliance across the team. You will also support ad-hoc activities and special projects within Client Operations, contributing your expertise to streamline workflows and improve operational performance.

What you will bring:

Bachelor's degree or equivalent experience in Business Administration, Engineering, or related field.
At least 5 years of experience in Payments and Fraud, KYC, and operations management, or a related role within the online betting/gambling industry (preferred) or fintech.
Strong communication and interpersonal skills, with proficiency in written and spoken English.
Excellent problem-solving and decision-making abilities.
Ability to multitask effectively in a high-pressure environment.
Familiarity with betting platforms, payment systems, and KYC processes.
A strong understanding of customer experience principles and best practices.
Flexible schedule availability (including weekends and holidays), as operational demands require
Logical thinking and analytical mindset
Fluent English
Experience in data extraction and analysis
Advanced knowledge of Power BI

Client Operations Specialist

São Paulo, Brazil