Trainer & CX Specialist (Igaming)

TL;DR

Trainer & CX Specialist (Igaming): Design and deliver training programs for customer service teams with an accent on product knowledge, customer service skills, risk/fraud/payments, and CX improvement. Focus on analyzing VoC data and CX metrics, translating insights into process optimizations, and leading continuous improvement initiatives using Lean, Six Sigma, or Design Thinking.

Location: Hybrid in Macedonia Hub

Company

International online casino company creating innovative, secure, and fun gaming experiences with a focus on responsible gaming.

What you will do

• Design, develop, and deliver training programs covering product knowledge, customer service, soft skills, risk, fraud, and payments using e-learning, workshops, simulations, and role-play.
• Facilitate onboarding, refresher sessions, and ongoing coaching while evaluating effectiveness and improving content based on feedback and data.
• Analyze VoC data and CX metrics (NPS, CSAT, CES, FCR) to identify opportunities and translate into actionable improvements.
• Identify process inefficiencies, support automation/optimization, and lead improvement initiatives with Lean, Six Sigma, or Design Thinking.
• Monitor system/AI performance (bot resolution, deflection) and manage projects with stakeholders, tracking progress and ensuring delivery.

Requirements

• 2+ years in operations (Gaming, Contact Centre, BPO, or Financial Services)
• 2+ years in training and facilitation (technical, soft skills, onboarding)
• Strong understanding of CX principles and methodologies (Lean, Six Sigma, Design Thinking – certification a plus)
• Experience with CX metrics and translating data into insights
• Knowledge of Risk, Fraud, and Payments processes (advantage)
• Excellent communication, facilitation, stakeholder management, analytical, and problem-solving skills
• Experience with LMS platforms, MS Office, QA/analytics tools
• Ability to manage multiple projects in fast-paced environment

Nice to have

• Certification in Lean, Six Sigma, or Design Thinking
• Knowledge of Risk, Fraud, and Payments processes

Culture & Benefits

• Private health insurance, wellness incentives (fitness allowance, mental well-being services)
• 2 weeks Work From Anywhere (10 days), increasing to 4 weeks after longer tenure
• Office lunches three times per week, hirify.global College training courses, professional development tools
• Social events and collaborative office spaces
• ABC values: Aspire (innovation, challenges), Believe (team support), Care (player experiences, mutual support)