FlowPlay

Customer Support

• Respond promptly and professionally to player support inquiries via chat, phone, and email contacts in Zendesk
• Communicate effectively, both written and verbally, to ensure smooth resolution of various customer issues and to address a range of player questions and concerns regarding game mechanics and features
• Work collaboratively with other support specialists to resolve customer questions and concerns
• Handle time-sensitive player complaints about in-game interactions and conduct
• Document all player interactions accurately within the Zendesk system
• Use Zendesk's knowledge base to quickly access and provide accurate information to players
• Escalate complex issues to appropriate teams or supervisors using Zendesk's ticket management system
• Provide feedback to the team on common player issues or suggestions through Zendesk reports
• Stay updated on game features and company policies to provide accurate information to players
• Contribute to the maintenance and improvement of the Zendesk knowledge base
• Participate in virtual team meetings and training sessions to improve service quality

Customer Service Agent

QA Engineer

• Define and implement a comprehensive QA strategy aligned with product, engineering, and compliance goals.
• Own the quality roadmap for platform releases, integrations, and jurisdictional launches.
• Guild and lead existing cross-functional QA teams across manual, automation, and compliance testing domains.
• Oversee all testing related to regulatory requirements.
• Ensure platform features meet jurisdictional standards for features such as player account management, ledger records, round recall, reporting, AML/KYC, and geolocation.
• Collaborate with legal, product, and external labs to ensure audit readiness and certification success.
• Define and track KPIs: defect leakage, test coverage, compliance pass rate, release readiness.
• Maintain QA manuals, SOPs, policy documents, and test cases.
• Ensure documentation aids regulatory compliance and audit readiness.
• Report on QA performance to executive leadership and regulatory bodies.
• Establish SOPs and documentation standards for QA and compliance workflows.

QA Compliance Manager – iGaming

Communications

• Develop and implement lifecycle marketing strategies to engage players, increase retention, and maximize lifetime value
• Design and execute multi-touch communication campaigns across email, mobile/web push, SMS, in-app messages, and social media
• Manage and maintain content calendars for all major email initiatives and launches
• Lead A/B and multivariate testing of key email variables and messaging to improve engagement and conversion rates
• Analyze campaign performance data, report key insights, and proactively refine strategies based on results
• Collaborate closely with Product, Engineering, Community Management, and Design teams to ensure email content aligns with player experiences
• Ensure email communications comply with regulatory requirements and best practices in the gaming industry
• Oversee segmentation, personalization, and dynamic content initiatives within the email marketing program
• Stay current with trends, tools, and technologies in email marketing and lifecycle communications
• Meet or exceed retention and engagement targets through continuous optimization of email campaigns

Customer Service Agent

QA Compliance Manager – iGaming

Marketing Manager, Communications