Payments Operations Manager

Allow us to introduce ourselves

CSGORoll, a gamified skins platform , is the market leader in the industry with over 1 million active users . Currently serving North America and Europe, this platform aims to expand to non-English markets as well, bringing a unique gamified experience to users around the world. First launched in 2016, CSGORoll went through a rocket ship growth since the announcement of the CS2 game. The revenue has soared to new heights, surpassing our current headcount. Up until now, we have been relying on intuition alone, without data. Shocking, right? Now, it's time to take things up a notch. Picture this: improved operational procedures, visionary senior leadership, venturing into new non-English speaking markets, cutting-edge product development, turbocharged SEO, and eye-catching paid ads. We welcome you, a skilled professional to bring your skills to the table and bring the company into a whole new league with us!

Your mission as  Payments Operations Manager !

The Payments Operations Manager will take responsibility for the day-to-day management of our payment operations agents - ensuring ideal handling of issues our customers face in making payments - driving a high-performance culture focused on efficient customer satisfaction. Be our operations expert for payments - mentoring the team and handling payment issues and escalations from both our players and partners.

What you’ll be doing:

• Oversee the day-to-day operations of the payments operations department, including payment processing, fraud prevention, reconciliation, and reporting.

• Develop and implement strategies to enhance payment processes, reduce transaction costs, and minimize payment-related risks.

• Lead, mentor, and support a large team of payment ops agents, providing guidance, training, and performance feedback.

• Promote a high-performing, KPI-driven culture in your team - focused on both customer satisfaction (NPS) and hitting your operational targets (CSAT, SLAs, etc.).

• Analyze payment data and metrics to identify opportunities for improvement and drive operational efficiencies.

• Alongside senior leadership, work operationally with account managers of third-party payment service providers, banks, and other external partners to optimize payment operations.

• Collaborate with internal stakeholders to identify and implement enhancements to the payment platform, addressing issues and optimizing user experience.

• Prepare and present regular reports on payment operations performance, including key metrics, trends, and insights, to senior management.

You will thrive in this role if you have:

• Bachelor's degree in finance, business administration, or a related field; advanced degree preferred.

• At least 4 years of experience in payment operations preferably within iGaming or fintech industries, with a strong understanding of payment methods, regulations, and compliance requirements.

• At least 2 years managing teams of operation agents.

• In-depth knowledge of payment processing technologies, systems, and best practices, including familiarity with payment gateways, fraud detection tools, and reconciliation processes.

• Strong analytical skills with the ability to interpret complex data and metrics to drive actionable insights and decision-making.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.

• Demonstrated ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and deadlines effectively.

• Proven track record of driving process improvements and optimizing operational efficiency in payment operations.

• Understanding of regulatory requirements and compliance standards related to payments in the iGaming industry, such as PCI DSS, AML, and KYC regulations.

It will be good if you have:

• Certification in payment processing or related field (e.g., Certified Payments Professional) preferred.

What’s in it for you?

• You’ll grow as a business leader - This is a key role for us, providing a unique opportunity for a very broad learning curve and getting to know every aspect of a fast-growing gaming organization — and eventually being able to grow into a wide set of roles. You’ll be able to influence the strategic direction and move the needle in nearly every aspect of the business while using and honing a very wide set of skills. For any additional educational needs, we’ll set you up with a learning and development budget.
• A focus on flexibility and balance - We are firm believers in focusing on outcomes over controlling the process — and our remote-first, flexible-working-hours approach to work proves it! We want you to be able to do your best work without worrying about things like equipment, so we’ll set you up with a work-from-home budget so you can arrange your space to serve your needs best. This role requires a lot of mental resources and resilience, so we want to mention that our employees have access to Spill , an employee mental health platform.
• You get to work with a brilliant team in a fast-growing environment - We’re an innovative and fast-growing company building some amazing products in our diverse portfolio, with endless opportunities for wins big and small — and every year we organize a big offsite to celebrate them.

This post not only outlines our ideal candidate but also serves as an inspiration for what this role can evolve into. Even if you consider yourself an 80% fit but have a genuine passion for this position, we encourage you to apply. We're eager to hear from individuals who share our enthusiasm. CSGORoll is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.