ZA Operations Associate- Night Shift

About the role

As an Operations Support, you will be responsible for developing reports to optimize fraud detection and operational efficiency, maintaining and improving internal SOPs, tools and knowledge base, and monitoring payment systems and PSPs (Grafana, Slack) for real time alerts. This will be a night shift role hours from 23:00pm - 07:00am and hybrid located at our Cape Town office.

What you'll be doing

Handling day-to-day backend operations including query resolution, content management and escalations

Monitoring and managing Customer Service operations

Analyse Customer Service processes and help identify areas of performance or process improvements

Handling level 2/3 escalations providing support to our Customer Service team by analysing data and customer history

Escalations to the Product, Technology, Trading and Payment teams as required

To reconcile online payment transactions and monitor the success rate from downstream service providers

To check potential fraud activities to mitigate the risk in online transactions, and escalate issues promptly if needed

To execute daily & monthly payment review and provide reports if needed

Website content management including banners, comments filtering, promotion landing pages, website content

Handle customer queries via Social Media, Web Chat, E-mail and Calls

What you'll bring

Fluency in English

Strong Excel/Google Spreadsheet skills

1+ years of general experience in E-commerce or related online companies

1+ years of Level 2 Support or Payment/Tech specialist in gaming and an interest in sports is preferred

Detail-oriented

Analytics-driven

Should be able to work on flexible shifts, including possibly working on public holidays and weekends

If you're interested, we encourage you to apply! Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.