Senior iGaming Customer Support Operations & AI Implementation Lead – Casino & Sportsbook

We are an international iGaming company operating multiple online casino and sportsbook brands.

We are currently developing an advanced AI-powered customer support system for our casino and sportsbook operations.

The development is already in progress.

We already have

• An AI developer responsible for building the system
• Our own PAM/platform
• Internal backend and frontend developers
• Databases and APIs
• Payment/PSP integrations
• CMS and technical infrastructure
• Existing customer-support operations and historical chat data

The project is currently progressing more slowly than we want because our AI developer frequently needs operational answers, business rules, customer-support procedures and information from different internal departments.

We are therefore looking for a highly experienced, hands-on:

SENIOR iGAMING CUSTOMER SUPPORT OPERATIONS & AI IMPLEMENTATION LEAD

IMPORTANT – IGAMING EXPERIENCE IS MANDATORY

Previous hands-on professional experience in Online Casino and/or Sportsbook Customer Support is REQUIRED.

Please do not apply if your experience is only in generic customer service.

We need someone who has personally worked inside an iGaming helpdesk and already understands how the vast majority of casino and sportsbook customer cases should be handled.

Ideally, you have personally worked through roles such as:

• Customer Support Agent
• Senior Agent
• Quality Assurance / QA
• Supervisor
• Team Leader
• Customer Support Manager
• Head of Customer Support / Customer Operations

We strongly prefer someone who started by personally handling customer chats and later progressed into QA, supervision or management.

OUR ULTIMATE OBJECTIVE

Our ultimate objective is to operate the standard customer-support/helpdesk function with little or no human staff.

We want the AI system to autonomously resolve the vast majority of normal customer requests from beginning to end.

Human intervention should remain primarily for cases where it is genuinely required, such as:

• Exceptional situations
• VIP cases
• Sensitive complaints
• Responsible gambling
• Regulatory matters
• Fraud / AML
• Complex KYC cases
• Situations where human judgment is legally or operationally necessary

We are NOT looking for a simple chatbot that only answers FAQs.

We want to build an AI support system capable of understanding the customer’s problem, checking the correct systems and data, providing the correct answer, performing permitted actions where appropriate and escalating only when necessary.

The system should eventually perform like an excellent and highly experienced iGaming support agent.

YOUR ROLE

Your responsibility will be to help our AI developer and internal technical team complete this system as quickly and correctly as possible.

You will become the main functional and operational point of contact between:

• Our AI developer
• Customer support
• PAM/platform team
• Payments team
• KYC / Risk / Fraud
• VIP
• CRM
• Management
• Other internal departments when required

The key objective is to REMOVE BLOCKERS and ACCELERATE DEVELOPMENT.

1. REVIEW REAL CUSTOMER CHATS

You will review historical and current customer-support conversations.

You should identify

• The main reasons customers contact support
• The most frequent problems
• Incorrect answers given by our current agents
• Inconsistent responses
• Slow or inefficient procedures
• Unnecessary questions being asked to customers
• Cases that require too much manual work
• Processes that can be automated
• Areas where our current helpdesk can be improved

We do not only want to automate our existing helpdesk.

We want the AI system to become BETTER, FASTER and MORE CONSISTENT than the current manual process.

2. ANSWER THE AI DEVELOPER’S QUESTIONS QUICKLY

When our developer has a functional question

If you already know the answer from your iGaming experience, you should answer directly.

If the answer depends on our specific company, PAM or internal procedures, you should immediately identify the correct internal person, obtain the answer and return to the developer with a clear decision.

You must actively follow up.

We do not want the developer waiting several days for answers.

Fast communication and daily or near-daily availability are important.

3. DEFINE THE CORRECT FLOW FOR EACH CUSTOMER CASE

For all important support scenarios, you will help define:

• What the customer is asking
• Which intent/category applies
• What data the AI needs
• Which systems must be checked
• Which business rules apply
• What answer should be provided
• What action the AI may perform
• What validation is required
• When human approval is needed
• When escalation is required
• Which department should receive the escalation

4. IDENTIFY DATA & API REQUIREMENTS

This is NOT a programming position.

However, good technical understanding is essential.

Example

A player asks

“Where is my withdrawal?”

The AI should not simply answer

“Please wait, your withdrawal is being processed.”

It should determine the REAL situation.

Depending on the case, the AI may need access to

• PAM withdrawal status
• Payment provider / PSP status
• Banking/payment processor status
• Transaction timestamps
• KYC status
• Internal approval status
• Rejection/failure codes
• Additional verification requirements

You must be capable of saying

“To resolve this customer request correctly, the AI needs access to these specific data points.”

You will then work with our AI developer and internal developers to understand:

• Which APIs already exist
• Which information is currently accessible
• Which new API/integration may be required
• Which actions can safely be automated

You must be capable of translating CUSTOMER-SUPPORT REQUIREMENTS into TECHNICAL DATA REQUIREMENTS.

5. CUSTOMER-SUPPORT KNOWLEDGE

You should already have strong practical experience with areas such as:

• Deposits
• Missing deposits
• Failed deposits
• Withdrawals
• Pending withdrawals
• Payment and PSP problems
• Bonus questions
• Bonus eligibility
• Wagering requirements
• Account problems
• Login issues
• KYC
• AML escalation
• Verification documents
• Game problems
• Disputed or missing balances
• Complaints
• VIP customers
• Responsible gambling
• Self-exclusion
• Account closure
• Sportsbook account problems
• Betting-related customer issues
• Fraud/risk escalation
• Payment escalation
• Technical escalation

6. KNOWLEDGE BASE, SOPs & RULES

You will help us structure and improve

• FAQs
• Standard Operating Procedures
• Customer intents
• Decision trees
• Support flows
• Response rules
• Escalation rules
• Payment procedures
• Withdrawal procedures
• Bonus procedures
• KYC procedures
• Responsible-gambling procedures
• VIP procedures
• Brand-specific rules
• Country-specific rules where required

The objective is to create a reliable operational knowledge base for the AI.

7. QUALITY ASSURANCE OF AI CONVERSATIONS

A major part of your role will be QA.

You will review AI-generated conversations and determine:

• Is the answer correct?
• Did the AI understand the real customer problem?
• Is the tone appropriate?
• Did it check the correct systems?
• Did it retrieve the correct data?
• Should it have performed an action?
• Should it have escalated?
• Did it ask unnecessary questions?
• Could it have solved the problem faster?
• Would an excellent human iGaming agent have handled the case differently?

You will work directly with the AI developer to improve the system based on these tests.

8. CONTINUOUSLY IDENTIFY WHAT CAN BE AUTOMATED

We also expect you to proactively identify opportunities.

Do not wait for management to explain every use case.

Based on your previous iGaming experience, we want you to tell us:

• Which support processes can be automated?
• Which manual checks can disappear?
• Which systems should be connected?
• What data should the AI have access to?
• Which customer requests should be solved automatically?
• Where are our existing support procedures inefficient?
• What could advanced AI do better than our current agents?

TECHNICAL UNDERSTANDING

You do not need to be a programmer.

However, you should understand the purpose of

• PAM / Player Account Management systems
• Wallet systems
• APIs
• Databases
• CRM
• Payment providers / PSPs
• Banking/payment systems
• KYC systems
• Ticketing/helpdesk systems
• Knowledge bases
• AI chatbots / Conversational AI
• Data integrations

You must be comfortable communicating directly with developers.

THIS IS A HANDS-ON ROLE

We are NOT looking for someone who only gives advice or produces a report.

We need someone who will actually

• Review customer chats
• Identify support weaknesses
• Answer functional questions
• Coordinate internally to obtain missing information
• Follow up until blockers are resolved
• Define support flows
• Define data requirements
• Help identify API/integration requirements
• Build and improve the knowledge base
• Perform QA
• Test AI conversations
• Work directly with the developer
• Help push the project toward production

PROJECT STRUCTURE

This is a FIXED-PRICE project.

We are NOT setting a fixed budget in this job post.

Please propose your own FIXED PRICE for completing the assignment based on your experience and understanding of the project.

We prefer a complete project proposal rather than open-ended hourly billing.

The project can be divided into milestones, for example:

MILESTONE 1

Review existing chats, support procedures and all current open questions/blockers.

MILESTONE 2

Define major customer-support flows, intents, escalation rules and required data/API access.

MILESTONE 3

Create/improve knowledge base, SOPs, decision trees and operational documentation.

MILESTONE 4

AI conversation QA, testing, corrections and implementation support.

MILESTONE 5

Final validation, unresolved issues, recommendations and handover.

Expected duration

Approximately 1–2 months.

Daily or near-daily availability is important during the project.

SUCCESS MEANS

At the end of this assignment

• Our AI developer is no longer blocked by unanswered operational questions
• The main customer-support flows are clearly defined
• The necessary data/API integrations are identified
• Knowledge and procedures are documented
• AI conversations have been extensively tested
• AI answers are accurate, fast and consistent
• Our existing helpdesk weaknesses have been identified
• More customer requests can be resolved completely by AI
• Human escalation occurs only where genuinely necessary
• The system is significantly closer to operating the standard helpdesk with little or no human staff

WHO WE PREFER

We strongly prefer

• Independent freelancers
• Former iGaming support agents who progressed into QA/supervision/management
• Senior iGaming customer-operations specialists
• People with strong hands-on QA experience
• People comfortable working with technical teams
• People who understand PAMs, PSPs and customer data
• Fast and proactive problem-solvers

We are NOT looking for

• Large consulting companies
• Large BPO companies
• Generic outsourcing companies
• Pure software developers
• Generic customer-service consultants
• Candidates with no gambling experience
• People who only produce reports or presentations

WHEN APPLYING

Please clearly explain

1. Your direct hands-on experience in online casino and/or sportsbook customer support.

2. Which roles you personally performed: Agent, Senior Agent, QA, Supervisor, Team Leader, Manager, Head of Support, etc.

3. How many years you worked in iGaming customer support.

4. Which casino/sportsbook companies or platforms you worked with.

5. Your experience with payments/PSPs, withdrawals, bonuses, PAMs, KYC, VIP and responsible gambling.

6. Whether you have participated in chatbot, AI support, knowledge-base or customer-support automation projects.

7. Whether you are comfortable working directly with developers and identifying API/data requirements.

8. Your proposed FIXED PRICE for the complete project.

9. Your availability during the next 1–2 months.

Please provide REAL iGaming examples.

Generic applications will not be considered.

Please start your proposal with

IGAMING SUPPORT AI