Product Customer Support Specialist (m⁠/⁠f)

🎰 What You'll Own

• Support tools strategy: define the overall direction for the tools, systems, and workflows Customer Support uses, and decide what gets built, changed, or retired

• System configuration & integrations: own the setup and API integrations behind our support tools, working with Development to make sure they're reliable and fit the way support actually works

• Process standardization: bring consistency to support processes and tool usage across markets, so quality doesn't depend on who happens to be on shift

• Documentation & knowledge management: build and maintain clear documentation for tools, workflows, and configurations, so knowledge lives in a system, not just in people's heads

• Cross-functional partnership: work closely with Customer Support to understand daily pain points, with Development and Operations to implement fixes, and turn recurring escalations into permanent solutions

• Continuous improvement: regularly evaluate what's working and what isn't, and keep pushing support operations toward something more sustainable as the business grows

• Backlog & delivery ownership: gather needs, prioritize initiatives, define user stories and acceptance criteria, coordinate UAT, and follow improvements through release

• Support performance framework: define and monitor service and tooling KPIs such as contact drivers, resolution time, escalation rate, repeat contacts, and agent adoption

• Change management: plan rollout, training, and adoption of new tools and workflows across markets

🎓 About You

• Experience in a product ownership role, ideally with internal tools, support systems, or operational products

• Comfortable working with system configurations, API integrations, and workflow logic, and able to translate operational needs into clear technical requirements

• Strong process-design instincts: you naturally spot where a workflow breaks down and know how to fix it in a way that scales

• Excellent cross-functional communicator, equally comfortable talking to support supervisors about daily frustrations and to developers about implementation details

• Structured and thorough when it comes to documentation, you don't let knowledge stay siloed with one person

• Analytical mindset: comfortable using operational data to prioritize and justify decisions

• Full professional fluency in English is required; Spanish is a strong plus

• A positive, ownership-driven mindset and a good sense of humor

• Experience with ticketing, live-chat, help-center, telephony, QA, or workforce-management platforms is a strong advantage

• Understanding of customer support metrics, service quality, and operational controls

• Familiarity with iGaming, fintech, e-commerce, or another regulated digital business is an advantage

• Availability for regular collaboration during CET working hours and reasonable overlap with teams in Central America

🎁 What We Offer

• Competitive compensation package

• Flexible remote, hybrid, or office-based working model, depending on location and agreement

• Health insurance or wellbeing allowance, subject to the local employment arrangement

• Professional development and training opportunities

• Team events and office perks for office-based and hybrid employees

Voditelj obrade, Adria Casino d.o.o., Dubečka 1, Zagreb, obrađuje vaše podatke prilikom zaprimanja životopisa. Vaša prava kao ispitanika uključuju pravo na informiranje, pravo na pristup osobnim podacima, pravo na ispravak i brisanje, pravo na ograničenje obrade i pravo na prigovor. Svoja prava možete ostvariti kontaktiranjem Službenika za zaštitu osobnih podataka putem e-mail adrese zastitapodataka@senator.hr, putem telefona na broj 01/2922 390, ili slanjem zahtjeva na adresu Adria Casino d.o.o., Dubečka 1, Zagreb s naznakom „Za Službenika za zaštitu podataka“. Više informacija o obradi osobnih podataka tijekom natječajnog postupka možete pronaći u Pravilima privatnosti na našoj web stranici www.senator.hr.