Player Operations Specialist

About the Company

Thrill Labs is the driving force behind Thrill.com, an exciting new crypto gaming venture. We're focused on creating magical and immersive gaming experiences for a global audience. Our goal is to build a platform that resonates with millions, providing innovative gameplay and a vibrant community. Backed by a world-class team, we're committed to designing the next generation of engaging gaming experiences.

About the Role

Are you passionate about delivering exceptional customer experiences and seeing your actions bring about meaningful impact? We’re seeking a dynamic Player Operations Specialist to join our Customer Support and Payments team at Thrill.com. As one of the first Player Operations Specialists at Thrill, you’ll help architect unforgettable user journeys, craft innovative support strategies, and set the gold standard for customer care—even as our platform scales at breakneck speed.

You’ll join us at an exciting launch stage, working closely with leadership to build and support a global support team. Your vision and drive will empower our team to resolve challenges with lightning speed, delight our users, and shape the future of crypto gaming support.

What You’ll Be Doing

• Strategic Input: 

  • Contribute to the evolution of Thrill’s customer support operations.

  • Help shape the future strategy for our customer support and payments function as we scale globally.

  • Identify emerging trends and recommend innovative solutions.

• Operations Management:

  • Oversee daily customer support activities to ensure timely and effective resolution of user inquiries and issues.

  • Implement and refine support processes and strategies to improve customer satisfaction and operational efficiency.

  • Implement customer facing FAQ’s to empower users to be self-serve.

  • Establish best practices for handling sensitive cases, including compliance-related issues.

• Fraud Prevention & Risk Mitigation:

  • Monitor and analyze transaction data to proactively mitigate risks and respond to potential fraudulent activities.

• Collaboration & Cross-Functional Partnership:

  • Work closely with internal teams (e.g., Payments, Product, Compliance) to align support initiatives with overall business goals.

  • Ensure seamless communication across departments to address and resolve customer pain points.

What You’ll Need

• Experience: Proven track record in a customer support role, preferably within high-growth tech, crypto, or gaming environments.

• Technical & Operational Expertise: Familiarity with the dynamics of online customer support in a fast-paced, digital environment.

• Strong Communication Skills: Excellent verbal and written communication skills, with a strong customer-centric mindset.

• Adaptability: Ability to thrive in a dynamic startup environment and manage multiple priorities simultaneously.

Bonus Points For

• Experience in the crypto or gaming industries.

• Familiarity with customer support automation tools.

• Multilingual abilities and a global mindset.

• Demonstrated experience in remote team management and leveraging modern collaboration tools.

• Background in risk management, payments and compliance within customer service functions.

Why Join Us?

At Thrill Labs, you’ll have the unique opportunity to shape the future of crypto gaming, working with a team of innovators who are driven to push boundaries. This isn’t just another job; it’s a chance to make an impact on a global stage. If you're ready to lead, innovate, and inspire, we want to hear from you.

If you’re ready to drive excellence in customer support and help transform the online gaming landscape, we’d love to hear from you!