Next Lotto

Operations

• Actively support the support team in day-to-day operations, e.g., as holiday cover, during peak periods, or when request volumes increase around large jackpots.
• Collect customer feedback from tickets and community channels, cluster it, and prepare it so product and marketing teams can act on it.
• Integrate AI meaningfully into daily support operations.
• Ensure that relevant support knowledge is documented in a structured way and shared across the organization.
• Shape the quality of support responses, focusing on clarity, consistency and customer orientation.
• Operationally develop support tooling, workflows and documentation structures.

Customer Operations Manager

Recruitment

• Provide organizational support for an efficient hiring and onboarding process
• Coordinate interviews and communicate with candidates and hiring managers
• Maintain the applicant tracking system (ATS - TeamTailor)
• Prepare interview materials, score sheets, and relevant information for hiring managers
• Support candidate communications
• Create and publish job postings
• Support the offer process and assist with onboarding preparation

Recruiting Coordinator

Customer Support

• Handle customer inquiries via email and community channels efficiently and in a structured manner
• Draft clear, concise, and consistent responses with a focus on clarity and quality
• Maintain oversight and work in a structured way during peak periods (e.g., high jackpots causing significantly increased ticket volumes)
• Systematically collect, cluster, and document customer feedback so it can be used by product and development teams
• Identify recurring topics and patterns and proactively surface them
• Continuously improve existing content, responses, and knowledge structures
• Use AI-assisted tools in daily support operations and help further optimize them
• Contribute within the team to improve support processes using data and increase efficiency

Customer Operations Manager

Recruiting Coordinator

Customer Support Agent