Operations Lead (Gaming / Marketplaces)

What you'll do

• Own day-to-day operations across all Tapin platforms — CS coverage, teammate availability, cancellation monitoring, and escalation handling.
• Hit strict KPIs: under 45-second first response during online hours, below 1% cancellation rate across all games and categories, 97%+ order completion rate.
• Respond to all teammate applications within 48 hours. Manage the full onboarding pipeline from application to first session.
• Run regular teammate training sessions based on Tapin's internal session quality guide built from top performer data.
• Coordinate game-specific ops leads and build cross-game SOPs that scale.
• Own customer escalation resolution — under 4 hours turnaround.

• Track teammate utilization and performance distribution. Flag underperformers, build improvement plans.

What we're looking for

• 2–5 years in operations, preferably in gaming, marketplaces, or gig platforms.
• Data-driven. You make decisions based on numbers, not gut feelings.
• Ownership mindset. You see a problem, you fix it — you don't wait to be told.
• Strong written English, calm under pressure, flexible across time zones.
• Experience managing remote teams and coordinating across departments.

Why Tapin

• Gaming-focused team building something players actually love.
• Real impact on how thousands of gamers experience the platform daily.
• Growth opportunities as we scale into new games and markets.

How to apply

Reply here with:

• A short note on which games you currently play.
• Your answer to the following questions:

Q1: You wake up to find overnight cancellation rates spiked to 12% in Fortnite. Walk us through exactly how you'd investigate, what data you'd look at, and what actions you'd take in the first 2 hours. Q2: You have 80 active teammates across 3 games. 15 of them are consistently underperforming — low ratings, high churn, but they still pick up a decent volume of orders. How do you handle this without killing your supply? Q3: A teammate and a customer are in a dispute mid-session. The teammate says the customer is being toxic. The customer says the teammate isn't trying. You have the session chat logs. Walk us through your process. Q4: How would you utilize voice chat to help Tapin grow? Q5: Write an original idea on how to make Tapin better. Be specific — what would you build, change, or introduce, and why? Interview process

Candidates can expect:

• Written ops scenarios (show your decision-making process with real data).
• A short exercise prioritizing 10 operational issues by urgency and impact.
• Live walkthrough of how you'd structure your first 30 days.
• Final call with the team to review experience, judgment, and fit.

Required languages English — C1 Advanced