Product Support Specialist

SUMMARY:
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POSITION INFO:

The Product Specialist supports the development, optimisation, and performance of iGaming products across casino and/or sportsbook. The role acts as a bridge between Product, Operations, CRM, Marketing, Risk, and Customer Support, ensuring products are correctly configured, compliant, competitive, and optimised for player engagement and revenue.

Key Responsibilities

Product Operations & Configuration

• Support the setup, configuration, and ongoing management of casino and sportsbook products

• Manage game launches, promotions, tournaments, jackpots, and feature rollouts

• Ensure correct product configuration across markets, currencies, and jurisdictions

Performance Monitoring & Optimisation

• Monitor product KPIs including GGR, ARPU, retention, and engagement

• Analyse player behaviour and product performance trends

• Identify opportunities to optimise game placement, lobby layout, and features

Cross-Functional Collaboration

• Work closely with CRM and Marketing teams on campaigns and player journeys

• Support Customer Support and Payments teams with product-related issues

• Collaborate with Risk and Compliance to ensure regulatory adherence

Stakeholder & Supplier Management

• Liaise with game providers, platform vendors, and internal stakeholders

• Manage provider documentation, asset packs, and feature updates

• Support commercial discussions and provider performance reviews

Testing & Quality Assurance

• Test new features, games, and configurations prior to launch

• Ensure issues are logged, tracked, and resolved

• Support UAT and regression testing processes

Documentation & Reporting

• Maintain product documentation, guides, and configuration records

• Produce regular reports on product performance and issues

• Assist with product roadmap execution and enhancements

Key Performance Indicators (KPIs)

• Product uptime and issue resolution times

• Game and feature launch success

• Engagement and retention metrics

• Accuracy of configurations and launches

• Stakeholder satisfaction

Qualifications & Experience

• 2–4 years’ experience in iGaming product, operations, or platform roles

• Strong understanding of casino and/or sportsbook products

• Experience working in regulated environments

• Familiarity with iGaming platforms and game providers

• Relevant diploma or degree (advantageous)

Skills & Competencies

• Strong analytical and problem-solving skills

• Excellent attention to detail

• Good communication and stakeholder management abilities

• Ability to manage multiple priorities in a fast-paced environment

• Technically confident with systems and data

Preferred / Advantageous

• Knowledge of responsible gambling, AML, and compliance requirements

• Experience with CRM tools and player segmentation

• Exposure to A/B testing and product optimisation

Personal Attributes

• Detail-oriented and structured

• Curious and data-driven

• Proactive and solutions-focused

• Strong sense of accountability

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