- Receiving information from providers, prioritizing, and adding campaigns to the page.
- Adding detailed descriptions of campaigns and marketing materials.
- Generating and sending out information on available promotions from provider.
- Continuous monitoring of campaigns: future, current, and completed.
- Dissemination of relevant necessary information to customers andpertinent departments of the company.
- Constant work on improving the quality of service.
- Creating and editing the content for promotions according to the roadmap.
- Creation of brand-specific content.
- Content localization.
- Continuous quality assurance to ensure the accuracy of all texts.
- Requesting promo-specific visual materials.
- Delivering ready-to-publish content in time.
- Requesting and maintaining a content translations database.
- Organization of content publishing on time.
- Updating information on the site according to the roadmap.
- Communication with relevant departments.
- Creation and tracking of JIRA tickets.

- Coaching, mentoring and providing help and guidance to CS agents, following the established processes for the CS department, taking over complex cases or escalations and acting as backup support taking emails and chats when needed.
- Demonstrating excellent knowledge of tools, terms and conditions, regulations, games and their functionality and client’s requirements and needs.
- Distributing the daily workload among the team members and act as 2nd level escalation point for external and internal escalations.
- Helping the team achieve the Key Performance Indicators (KPI) and SLAs established, and/or communicate difficulties to achieve them to HOD.
- Keeping a proactive approach by monitoring live chats or emails, to avoid mistakes and provide help to the agents while on shift.
- Conducting Quality Assurance Assessments to evaluate the quality of service provided to our players and present the results in a timely manner to the agents offering feedback and advice on player handling and customer service skills and presenting the results to the management.
- Working along with the management to create, update and implement guidelines, manuals, processes, policies, and any other material required within the department.
- Analyzing workload trends, staffing requirements and knowledge gaps and report them to the management, recommending the best option for the use of the department’s resources.
- Acting as a role model for the agents, respecting and following the Customer Support Department values and goals and always demanding the same from the agents.
- Liaising regularly with the other departments.