For employers
updated 6 days ago
SR

Sanzhar Rakhmetov

Open to work

Support Team Lead | Senior Task Manager (Jira/Click Up)

Da-Nang, Vietnam 8y 1m experience English B1

About

iGaming Operations Team Lead & Task Manager with 6+ years in high-growth digital platforms (iGaming, Sportsbook, Esports). Jira/Confluence workflow administration, cross-functional ticket lifecycles, bridging L2/L3 Customer Support with Technical Product Teams. Video KYC interviews, anti-fraud ticket review, withdrawal and account verification, and market localization (Kazakhstan). Mentored and onboarded support hires, managed distributed remote teams, team velocity, MTTR reduction.

Skills

iGaming Operations & Tech Support: Escalation Management, L2/L3 Support Workflows, Incident Management, Bug Tracking, SLA Enforcement.

Agile & Task Administration: Jira Software & Confluence Administration, Workflow Automation, Kanban/Scrum Board Customization, Backlog Grooming.

Support Quality & People: Quality control of agent work, feedback and case reviews, mentoring and onboarding new hires, task coordination, covering supervisor/desk-manager duties.

Verification & Payments Support: Video KYC interviews, anti-fraud ticket review (final decisions by the fraud team), manual account verification, withdrawal request review, internal transfers, daily cooperation with the payments department. Admin Backoffice Systems.

Localization: Kazakh (Native), ToV Standards, localization of support scripts for the Kazakhstan market, L10n Quality Assurance.

Tools: Jira, Confluence, Slack Enterprise, Zendesk, AppsFlyer, Postman (Basic UI/API checks), Admin Panels.

Experience

8y 1m

iGaming Operations Team Lead / Senior Task Manager

International iGaming Operator (Sportsbook & Casino Platform)

Da Nang, Vietnam / Remote
May 2022 - September 20264y 5m

  • Jira Administration & Workflow Optimization: Built custom Jira/Confluence Agile workflows for technical and product incident tickets, increasing cross-departmental task velocity by 25%.

  • Cross-Functional Operations: Ran the ticket escalation pipeline between L1 Support, Dev, Risk/Payment and Product teams, maintaining 98%+ SLA compliance on critical production bugs.

  • People & Quality: Mentored and onboarded new support hires, assigned and coordinated tasks to grow juniors and reviewed their work with them. Acted as quality manager: quality control of agent work, feedback and case reviews to teach staff. Covered for the supervisor/desk manager, and at times the team lead, when they were short-staffed.

  • Video KYC & Anti-Fraud Tickets: Conducted video KYC client interviews and reviewed logs on assigned anti-fraud tickets, flagged risk signals during live calls and passed conclusions to the fraud team, who made the final block/unblock decision.

  • Payments Support: Manual account verification, reviewed and approved or declined withdrawal requests, resolved auto-cancelled withdrawals (insufficient verification), processed internal transfers between accounts. Worked directly with the payments department daily.

  • Workload & Metrics: L2 load of 50-200 tickets per shift, covered L1 peaks of about 340 contacts per day, personal CSAT 98%.

  • Kazakhstan Localization: First employee from Kazakhstan; translated and localized existing support scripts and tone of voice for the Kazakhstan market.

  • Slack Coordination: Structured Slack channels and async workflows for shift handovers, incident deployments and L2 troubleshooting.

agileanti-fraudasync workflowsconfluencecsatcustomer-facing communicationdevjirakazakh localizationl1 supportpaymentproduct teamsriskslaslacktone of voicevideo kyc

Operations Manager & Facility Lead (Promoted from Technical Operator)

Esports Arena Network

Almaty, Kazakhstan
March 2020 - April 20222y 2m
  • Coordinated daily facility administration, P&L reporting, operational budget execution, and infrastructure stability for a premier esports facility.
  • Managed full HR lifecycle for a team of 10+ operational staff including recruitment, shift scheduling, KPI monitoring, and performance reviews.
  • Maintained 100% uptime for LAN network infrastructure, high-performance hardware, and specialized arena management software ecosystems.
arena management softwarehigh-performance hardwarehr lifecycle managementkpi monitoringlan network infrastructureoperational budget executionp&l reportingperformance reviewsrecruitmentshift scheduling

Assistant Director / Site Coordinator

Event Agency

Almaty, Kazakhstan
September 2018 - February 20201y 6m
  • Pitched, negotiated, and finalized partnership agreements with major commercial entities, modeling agencies, and technical contractors.
  • Synchronized high-tempo logistics schedules, handled project documentation, and managed live operations across complex filming and event locations.
live operationslogisticspartnership agreementsproject documentation