Director of Customer Experience

Casumo was established in 2012 and has been leading the innovation of the iGaming industry ever since. Known for its unique and lovable brands including Casumo and Dunder the group continues to develop and deliver bestinclass gaming products and experiences. We believe in the power of collective genius and look for idea generators solution seekers and ingenious innovators that want to play a part in pioneering our brands into the future.

Role Overview:

The Customer Experience Director will oversee the Customer Service and Risk Fraud & Payments teams. This leadership role requires a strategic thinker with a handson approach adept at managing teams across multiple locations and fostering a culture of innovation efficiency and excellence. The chosen candidate will have a strong understanding experience and vision for AIdriven automation to create frictionless customer experiences in a digital (iGaming) environment.

Key Responsibilities:

• Leadership and Team Development: Lead mentor and grow junior and medior leaders within the Customer Service and Risk Fraud & Payments teams.

• Strategic and Operational Oversight: Balance strategic planning with handson operational management to ensure optimal performance and continuous improvement.

• AIDriven Automation: Drive the integration and implementation of AI technologies to enhance operational efficiency and customer satisfaction.

• Metrics and Capacity Management: Develop and utilize metrics to monitor performance capacity and productivity ensuring teams meet and exceed targets.

• Guardrail Establishment: Set clear guidelines and operational standards to ensure compliance and consistency.

• Industry Knowledge: Utilize indepth industry knowledge to anticipate trends challenges and opportunities positioning Casumo as a market leader.

• CrossCultural Leadership: Demonstrate an understanding and ability to manage and lead within the Balkan cultural context particularly in Macedonia and in the meantime build a cultural connection with the Malta HQ and other hubs.

• Collaborative Culture Building: Foster a culture of ambition problemsolving connectivity and bridgebuilding across all teams and locations.

Requirements:

• Proven leadership experience in managing and developing diverse teams.

• Strong strategic and operational acumen with a handson mentality.

• Deep understanding of the gaming industry and related operations.

• Affinity for automation and AI technologies with a track record of successful implementation.

• Metricsdriven approach with expertise in capacity management and performance monitoring.

• Ability to set and enforce clear operational guidelines and standards.

• Experience in managing teams within a Balkan cultural context particularly in Macedonia.

• Excellent problemsolving communication and interpersonal skills.

The Perks:

Being a part of the Casumo group provides an unparalleled experience. Youll find yourself surrounded by the brightest minds within the most inspiring and collaborative office spaces. In addition to that youll enjoy:

• 2 weeks Work From Anywhere (increased to 4 weeks after longer duration of employment within the Company): explore the world while working remotely!

• Wellness incentives including a fitness allowance and mental wellbeing services

• Access to some of the greatest tools and platforms for developing your professional skills and building success within your role

• A range of training courses known as Casumo College for continuous learning and growth

• An incredibly diverse team of smart kind and motivated colleagues from more than 48 countries

• Social events (both physical &/or online) for building strong relationships with colleagues from all across the organization

Great minds dont think alike

At Casumo were all different. By building a team where difference is embraced through our lived experiences our beliefs and who we are we create a diverse and inclusive home for all our sumos. Its about keeping it real and being your true self. Because great minds dont think alike; the more diverse we are the better we become together.