Payments Team Lead

Gamdom; Madrid; A distancia; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading online betting company is seeking a Payments Team Lead to manage payment operations and team performance. Responsibilities include overseeing daily operations, ensuring compliance, handling complex cases, and fostering team engagement. The role offers a fully remote work environment, flexible schedule, and generous paid time off.

Servicios

Fully remote - work from anywhere in the world

Flexible schedule

30 days of paid time off

Equipment allowance

Responsabilidades

• Oversee day-to-day operations of the Payment Team.
• Ensure compliance with company policies and procedures.
• Conduct training and address performance issues.
• Act as the escalation point for complex payment cases.
• Analyze team efficiency and prepare performance reports.
• Foster team motivation and a positive work environment.

Descripción del empleo

Gamdom is home to thousands of betting options for both sports and casino players to wager on. Since 2016, we have been steadily growing to provide more than just casino games and sports betting events to enjoy; With us, you can enjoy unique bonuses and earn massive rewards simultaneously. Discover all the rewarding features Gamdom can offer you below.

We are looking for a Payments Team Lead to oversee and coordinate our payment operations team. In this role, you’ll ensure all withdrawals, fraud prevention, and KYC processes are executed efficiently, accurately, and in full compliance with company policies. You’ll be responsible for maintaining a smooth daily payment flow, resolving escalations, and supporting the Head of CS in driving operational excellence.

Key Responsibilities

Supervising and Managing Team Performance

• Oversee the day-to-day operations of the Payment Team.
• Ensure team members meet service level targets and comply with company policies and procedures.
• Monitor individual performance and provide constructive feedback and coaching.
• Conduct monthly one-to-one meetings.
• Maintain quality assurance standards.

Training and Development of Payment Agents

• Identify training needs and organize sessions to meet quality standards and improve performance.
• Address and manage performance issues effectively.

Improving Payment Processes and Policies

• Identify and recommend enhancements in Payments, KYC, and Fraud processes and policies to improve customer experience and align with company standards.
• Implement approved changes and improvements to payment and fraud detection workflows.

Handling Complex Payment, KYC, and Fraud Issues

• Act as the point of escalation for complex cases beyond team-level resolution.
• Make decisions on high-authority customer cases.
• Support other departments in fraud investigations when required.

Reporting and Analysis

• Gather and analyze data to evaluate team efficiency and effectiveness.
• Prepare reports on team performance, withdrawal handling, SEON metrics, and other relevant KPIs.

Team Motivation and Engagement

• Keep the team motivated through recognition, rewards, and regular feedback.
• Foster a supportive and positive work environment that encourages collaboration and enthusiasm.

Collaboration with Stakeholders

• Work closely with the CS management team and relevant Gamdom stakeholders to ensure alignment with company goals.

Act as a liaison between the Payments team and other departments, ensuring timely and accurate information flow.

Perks at Gamdom

• Fully remote - work from anywhere in the world
• Flexible schedule
• 30 days of paid time off
• Equipment allowance