EveryMatrix

Customer Support

• Deliver professional, friendly, and efficient customer support to English-speaking users across various channels.
• Resolve escalated player issues effectively and within SLA.
• Troubleshoot and resolve players issues related to accounts, payments, bonuses, games, and responsible gambling.
• Follow internal procedures and compliance requirements, especially in regulated markets.
• Collaborate with internal teams (Payments, Risk, Fraud, Casino, Sportsbook) to resolve more complex cases.
• Escalate and track bugs, outages, or player complaints using internal tools.
• Maintain up-to-date knowledge of products, promotions, and compliance requirements.
• Support retention and customer satisfaction goals by ensuring every interaction adds value to the player experience.
• Contribute to our knowledge base by suggesting improvements based on recurring customer issues.

Customer Support Representative, English Speaker

• Hire, train, and lead a support team of customer support agents.
• Build a strong support leadership layer to ensure effective management and team development.
• Define team structure, roles, and responsibilities for efficient scaling.
• Develop the overall support strategy aligned with business goals and SLAs.
• Set up KPIs for the support function.
• Continuously analyze performance data to improve efficiency and customer satisfaction.
• Select and implement support platforms.
• Establish workflows, escalation paths, and knowledge base systems.
• Ensure systems are scalable, integrated, and aligned with industry best practices.
• Design the end-to-end support journey for business clients, focusing on consistency, speed, and excellence.
• Drive a customer-first culture throughout the organization.
• Handle high-level escalations and key client relationships during the early stages.
• Partner with HR, Finance, and Legal for hiring, compliance, and budgeting.

Head of Customer Support

• Deliver professional, friendly, and efficient customer support to Danish-speaking users across various channels.
• Resolve escalated player issues effectively and within SLA.
• Troubleshoot and resolve players issues related to accounts, payments, bonuses, games, and responsible gambling.
• Follow internal procedures and compliance requirements, especially in regulated markets.
• Collaborate with internal teams (Payments, Risk, Fraud, Casino, Sportsbook) to resolve more complex cases.
• Escalate and track bugs, outages, or player complaints using internal tools.
• Maintain up-to-date knowledge of products, promotions, and compliance requirements.
• Support retention and customer satisfaction goals by ensuring every interaction adds value to the player experience.
• Contribute to our knowledge base by suggesting improvements based on recurring customer issues.

Customer Support Representative, Danish Speaker

Full-stack Engineer

• Provide hands-on development across front-end and back-end components.
• Lead code reviews and ensure adherence to engineering standards.
• Establish best practices for: Clean code and maintainability
• Testing strategy (unit, integration, E2E)
• CI/CD pipelines
• Observability and monitoring
• Security and performance optimisation
• Ensure scalability, reliability, and long-term technical sustainability.
• Reduce technical debt through structured improvement initiatives.
• Line-manage two Full Stack Engineers initially.
• Partner closely with the Delivery Manager to ensure predictable and high-quality delivery.
• Mentor engineers.
• Create a culture of ownership, accountability and engineering excellence.
• Lead recruitment efforts to grow the team through 2026 and beyond.
• Support onboarding and integration of new team members.
• Own and continuously improve the full SDLC (Requirements refinement, Technical design, Development, Testing, Deployment, Production support)
• Champion DevOps principles and automation.
• Ensure robust release processes and environment management.
• Maintain high standards of documentation and knowledge sharing.
• Collaborate with Product, Delivery, QA, and other stakeholders.
• Translate business requirements into scalable technical solutions.
• Contribute to roadmap planning and technical strategy.
• Balance short-term delivery needs with long-term architecture goals.
• Provide technical risk assessment and mitigation strategies.

Full Stack Technical Lead

Backend Engineer

• Hands-on development and integration of the evolving business functionality on the core part of the platform with other office locations.
• Understanding business requirements and their mapping to the given software framework.
• Discussing business requirements along with the Team Leader, Business Analysts, Project Managers, and other parties involved.
• Adhering to the Agile methodology and design principles of the project.
• Working in a test-driven, object-oriented environment.
• Participating in the design and implementation of the new architecture of the next-generation GamMatrix platform.
• Offering the QA and support team assistance whenever issues arise.
• Adhere to best practice development standards (such as continuous integration and deployment).
• Ability to understand the complex technical architecture.
• Ability to manage multiple priorities, commitments and tasks.

Senior .Net Developer

• Extend and optimize the Rules Engine.
• Collaborate with cross-functional teams to deliver innovative solutions.
• Participate in code reviews and contribute to team knowledge sharing.
• Troubleshoot, debug, and resolve software defects and issues.
• Assist in designing and implementing new features.
• Develop unit and integration tests to ensure software quality.
• Document code, processes, and technical specifications.
• Stay up-to-date with Java best practices and emerging technologies.
• Support deployment and maintenance of applications in development and production environments.
• Participate in Agile ceremonies and contribute to sprint planning and retrospectives.

Middle Java Developer

Sales

• Execute the commercial strategy for the Lottery vertical in alignment with company objectives.
• Own and deliver revenue targets and pipeline growth globally.
• Identify and prioritize key markets, including regulated and government lottery opportunities.
• Develop and execute account-based sales strategies for enterprise prospects.
• Lead complex sales cycles, including RFPs, RFIs, and government tenders.
• Build and maintain senior-level relationships (C-level, regulators, public authorities).
• Structure, negotiate, and close high-value, long-term agreements.
• Drive new partnerships and channel opportunities within the lottery ecosystem.
• Identify emerging lottery markets and strategic opportunities.
• Represent EveryMatrix at industry events, exhibitions, and key client meetings.
• Partner with Product, Legal, Compliance, Marketing, and Delivery teams to ensure seamless proposal development and deal execution.
• Provide structured market feedback to influence product roadmap and positioning.
• Support onboarding and expansion opportunities post-sale in collaboration with Account Management.

Head of Sales – Lottery

Financial Planning and Analysis

• Generate, check and analyze invoices to clients;
• Evaluate and analyze information in EveryMatrix platform gathered from various sources, reconcile and resolve any un-reconciled items;
• Ensure correct/reliable data and investigate any discrepancy in the systems;
• Participate in translating the costs into our B2B invoicing model, running the custom build forecasting model and actively participate in testing and improving it;
• Evaluate and analyze cost components information and comparing it with data gathered from various sources (such as suppliers back office data), reconcile, and resolve any un-reconciled items;
• Communicates permanently with the project stakeholders: other Finance Team members, Account Managers, Developers;
• Answer queries and provide custom reports regarding data found in the systems;
• Create ad hoc reports for authorities and different stakeholders;
• Locate and define new process improvement opportunities;
• Be an active part of the finance team.