Manage escalations with payment providers and other external partners, ensuring clear follow-up, well-defined SLAs and structural improvements.
Coordinate the full incident management process, from triage and communication to follow-up and post-incident reviews, ensuring actions are effectively completed.
Analyse operational data and translate insights into concrete improvement initiatives that contribute to more stable and efficient customer journeys.
Optimise processes around onboarding, login/access and KYC processing, with a focus on SLA adherence, throughput and reducing customer friction.
Work closely with Product, Tech, Compliance and other stakeholders to implement operational improvements and ensure smooth operational launches of new processes or changes.
Manage relationships with external partners and vendors, monitor their performance and maintain clear escalation and follow-up processes.
Lead operational projects and implementations, ensuring clear scope, priorities and consistent follow-up on progress and action items.
Organise and lead weekly operations reviews, where KPIs, incidents, escalations and improvement initiatives are tracked and discussed.
Maintain clear documentation, processes and runbooks to ensure the team can work efficiently and in a structured way.
Coach and support the Operations Specialist, contributing to a culture of ownership, collaboration and continuous improvement within the operations team.
Your Winning Profile
At least 3 years of experience in operations within a high-transaction or regulated environment (e.g. iGaming, fintech, payments or e-commerce).
Experience with payment operations and PSP ecosystems.
Experience with incident management and root cause analysis.
Strong analytical skills and experience working with operational KPIs and performance metrics.
Experience managing projects, priorities and operational improvement initiatives.
Strong stakeholder management skills and experience collaborating with Tech, Product, Compliance and external partners.
A proactive mindset, strong ownership and the ability to work in a structured way within a dynamic environment.
Nice to haves
Experience with KYC processes and compliance requirements.
Familiarity with tools such as Zendesk or similar service platforms.
Interest in or experience with operational data and automation.
Experience in an environment where Operations works closely with Customer Service or VIP teams.
Our Offer
In return for your dedication and expertise, we offer a challenging career in a unique and dynamic environment. You will receive an attractive salary package with various extra-legal benefits such as a company car and performance bonus, as well as ample opportunities for growth and career development. Our headquarters are located in Aalst, between Brussels and Ghent.
As part of the Superbet Group, we at Napoleon Sports & Casino are unstoppable. Our ambitious growth plans offer employees exciting opportunities to contribute to the expansion and future of our company.
About Super
We are a global technology group, dedicated to building the future of entertainment and fan-centric experiences. With commercial markets in Brazil, Belgium, Poland, Romania, Greece and Serbia, and a network of offices across Spain, Croatia, Malta, Gibraltar, the Netherlands and the UK, we are a truly international organization. Our purpose at Super has evolved from sports and betting into creating the platform that stretches into the wider world of technology-driven entertainment. With a growing and diverse team of more than 5,000 people, we create immersive, responsible, and personalised experiences for millions of customers worldwide.
Shaping the Future of Play
Everything we do at Super is rooted in doing what is right: for customers, for each other, and for our long-term vision. Our Culture Manifesto is our North Star. It captures our purpose, mission, and the six core beliefs that shape how we think, make decisions, and act every day. Want to explore our culture in more detail? Visit our careers page: super.xyz/careers
Super is committed to the highest standards of compliance, safety, and responsibility. As such, we are active members of the International Betting Integrity Association (IBIA) and the European Gaming & Betting Association (EGBA).
At Super, we operate as a high-performing team. We hire and grow talent based on ability and potential, regardless of background and identity because we know diverse perspectives, drive better performance.
