Job Summary

We are seeking an experienced and hands-on leader to build and scale our Customer Support and Player Verification operations.  In this role, you will be responsible for launching the end-to-end player support function, managing KYC execution, and establishing a robust Responsible Social Gaming (RSG) program.  You’ll define policies and processes, select tools, hire and train teams, and collaborate closely with compliance and product stakeholders to ensure a safe, seamless, and player-first experience.

Responsibilities

Build our Customer Support Function

• Define and implement player support policies, SOPs, and workflows.
• Set internal SLAs and manage customer satisfaction standards.
• Select and manage support platforms (e.g., live chat, ticketing tools).
• Hire, train, and scale an internal or external support team.

Own Execution of KYC and Player Verification

• Design and oversee the day-to-day KYC process, including ID verification.
• Work with vendors to integrate KYC tools and resolve document review issues.
• Escalate and resolve complex verification cases in collaboration with compliance/fraud.

Establish Responsible Social Gaming Operations

• Draft and operationalize RSG policies, including self-exclusion and player protection limits.
• Train CS teams to identify and manage responsible gaming flags.
• Coordinate RSG requests with compliance and product stakeholders.

Monitor and Optimize Operations

• Track and report on KPIs like ticket volume, resolution time, and player sentiment.
• Identify trends, gaps, and areas for continuous improvement.
• Own vendor relationships related to customer service and verification.

Required Qualifications

• 7+ years of experience in customer service or operations, ideally in igaming, fintech, or other regulated consumer platforms.
• Strong familiarity with KYC and RSG processes.
• Experience building CS teams or launching CS operations from scratch.
• Excellent communication and people management skills.
• Self-motivated team player with the ability to work in a customer oriented, very fast-paced, and demanding environment. 
• Startup mindset — willingness to build, do, and iterate.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job.  Team members may be requested to perform other job-related tasks and responsibilities other than those stated above.

About Blitzoo, Inc.

Blitzoo, creator of Show Me Vegas Slots™ and Lobstermania Slots™, is a Minnesota based company providing entertaining video games that are played by millions on mobile and desktop platforms around the world.  Our Company Beliefs consist of four principles:

THINK BIG – Think outside the box; strive to be successful.

BE FRANK – Be open and sincere in your dealings with others; be forthright.

FIGHT HARD – Believe in your ideas; speak up for your convictions.

After the call, MOVE AS A TEAM!

Blitzoo offers competitive salaries and remote work as well as a full range of comprehensive benefits including a bonus plan, medical, dental, life and long-term disability insurance, and a matching 401k.

Blitzoo embraces diversity and inclusion as an equal opportunity employer.  We pride ourselves on creating an environment that is built on integrity, openness, involvement, fairness, respect and courtesy.

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Recruiters, please don't contact Blitzoo. 
Applicants, no phone calls or direct messages about this job please! 
Please do not contact Blitzoo about other services, products or commercial interests.