LeoVegas Group Careers

Description

• Lead the Global Support Systems Strategy
• Define and deliver the long-term systems roadmap across various channels and automation tools.
• Champion a “compliance-by-design” architecture, ensuring systems support regulatory needs across all licences.
• Embed a single source of truth for CS tooling, reducing fragmentation and technical
• Complications.
• Drive Chatbot, GenAI & Automation Excellence
• Own the design, development, and optimisation of all AI-powered solutions (Ada, Nala,
• CoPilot features, workflow automations).
• Ensure automation drives deflection, improves first-line resolution, and reduces manual
• workloads.
• Oversee conversational design and model training, ensuring local-market accuracy and
• regulatory safety.
• Deliver Reliable, Scalable Support Infrastructure
• Oversee all platform administration for Zendesk, phone systems, BOT frameworks, and
• CS integrations.
• Guarantee system stability, uptime, and performance — particularly during peak
• sportsbook periods and high-bonus markets.
• Implement robust controls, documentation, and monitoring to support scalability and
• Compliance.

• Act as the senior escalation point for system outages, workflow defects, or AI model
• issues.
• Manage cross-functional incident response with Product, Tech, and external suppliers.
• Ensure post-mortems lead to improved resilience, early-warning detection, and better
• Governance.

• Work closely with Customer Support, AML, RG, RFP, Payments, Fraud, Compliance,
• and Product/Tech to ensure systems enable safe, fast, and fully compliant operations.
• Collaborate with VoC and Insights teams to use customer data to inform prioritisation
• and roadmap decisions.
• Engage with external vendors to drive value from existing tools and evaluate new
• Opportunities.

Use Data to Prioritise and Improve

• Define and own system KPIs: uptime, latency, contact deflection, BOT containment,
• resolution speed, and automation impact.
• Partner with Data & Analytics to surface trends and translate insights into roadmap
• actions.
• Ensure systems and AI outcomes are measured, transparent, and contribute to
• business-wide OKRs.

Lead & Develop a High-Performing Team

• Manage the Chatbot, Automation, and Zendesk administration teams, ensuring clear
• priorities and a strong execution pace.
• Build a culture of technical excellence, curiosity, and innovation.
• Ensure the team has the right skills, documentation, and succession planning in place to
• support future scale.
  
  

• Proven experience leading support systems, automation, or AI tooling in a complex,
• multi-market environment.
• Strong understanding of Customer Support operations and the full customer journey.
• Hands-on experience with Zendesk, chatbots (Ada, Intercom, or similar), and workflow
• automation tools.
• Solid technical grounding: APIs, data flows, system integrations.
• Demonstrated ability to manage incidents, risks, and cross-functional stakeholder
• groups.
• Strong analytical skills with the ability to translate insights into clear priorities.

• iGaming, sportsbook, or similarly regulated industry experience.
• Experience scaling GenAI products or automation in high-volume environments.
• Background in leading technical or system administration teams.

• Hybrid work policy
• 4 weeks of Workation (T&C apply)
• Well-being allowance to support your active lifestyle
• Private health insurance
• Discounts across a range of retailers, gyms, bars & restaurants
• We offer an employee assistance program that can provide help and guidance during challenging moments.
• For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.