Ace Agency

We are looking for a Payment & Risk Manager to join our gambling project. The role is focused on managing payment operations, monitoring transaction risks, reducing fraud exposure, improving approval rates, and working closely with PSPs, banks, fraud prevention tools, and internal teams.

Responsibilities

• Monitor and manage deposits, withdrawals, refunds, disputes, and chargebacks.
• Track key payment metrics: approval rate, decline rate, chargeback ratio, refund rate, fraud alerts, and conversion.
• Work with PSPs, acquirers, banks, crypto providers, e-wallets, and alternative payment methods.
• Optimize payment routing, limits, verification rules, and risk filters.
• Analyze payment declines and identify solutions to improve transaction success rates.
• Review suspicious transactions and detect fraud patterns.
• Cooperate with KYC/AML, Compliance, Support, Finance, Product, and VIP teams.
• Control chargeback levels and implement measures to reduce financial losses.
• Prepare regular reports on payments, risks, fraud, and key operational metrics.
• Support the launch of new payment methods, providers, and markets.

Requirements

• 1–2+ years of experience in payments, risk, fraud, or payment operations, preferably in gambling, betting, fintech, or other high-risk industries.
• Understanding of PSPs, card acquiring, e-wallets, bank transfers, crypto payments, and APMs.
• Experience with chargebacks, refunds, disputes, fraud monitoring, and risk analysis.
• Basic knowledge of KYC/AML processes.
• Strong analytical skills and confident use of Excel / Google Sheets.
• Ability to work with large volumes of transaction data.
• English level: Intermediate or higher, for communication with providers.
• Attention to detail, responsibility, and ability to make fast decisions.

Nice to Have

• Experience with anti-fraud systems and risk scoring tools.
• Understanding of high-risk payment processing.
• Experience launching new payment methods or payment providers.
• Knowledge of crypto payment flows.

We Offer

• A role in a fast-growing gambling project.
• Remote work format.
• Competitive salary based on experience.
• Opportunity to influence and improve the payment infrastructure.

• Fast decision-making and direct communication within the team.

   

Customer Support Agent / Gambling Support

We are looking for a Customer Support Agent to join our gambling project. The role is focused on communicating with players via live chat, providing fast and accurate assistance, resolving user questions, and ensuring a smooth customer experience.

Responsibilities

-Communicate with players via live chat and other support channels.
-Respond to player questions regarding accounts, bonuses, deposits, withdrawals, verification, and general platform usage.
-Provide clear, polite, and professional support in written communication.
-Handle player complaints and escalate complex cases to the relevant departments.
-Monitor and report recurring player issues, technical problems, and user feedback.
-Follow internal procedures, scripts, and service quality standards.
-Ensure a positive customer experience and fast response times.

Requirements

-Previous experience in customer support, preferably in gambling, betting or other online services.
-Experience working with LiveChat, Zendesk, Intercom, Freshdesk, or similar support tools.
- Understanding of online casino / betting products will be a strong advantage.
-English level: B1–B2 or higher, for written communication with players.
-Strong written communication skills and ability to explain information clearly.
-Ability to handle stressful situations and communicate with difficult customers professionally.
-Attention to detail, responsibility, and ability to follow internal procedures.
-Fast typing skills and ability to manage multiple chats at the same time.

Nice to Have

-Experience in gambling, casino, betting, or iGaming support.
-Experience with CRM or ticketing systems.
-Additional languages will be a plus.

We Offer

-A role in a fast-growing gambling project.
-Remote work format.
-Competitive salary based on experience.
-Training and support from the team.
-Opportunity to grow within Support, VIP, Payments, Risk, or Operations departments.
-Fast decision-making and direct communication within the team.