Emerise Group

Emerise Group is a dynamic, product-driven company operating in the iGaming industry, focused on building high-impact solutions that fuel innovation and deliver outstanding user experiences across the entertainment ecosystem. Join us as a Fraud Lead, driving fraud prevention and protecting the business through complex investigations, pattern detection, and cross-functional collaboration. Your work will directly impact risk mitigation, operational efficiency, and overall platform security.
 
Requirements:

• Minimum of 2 years of proven hands-on experience in fraud / risk / payment security within iGaming, online casino, sportsbook, fintech, or other high-risk environments.
• Strong understanding of user fraud patterns, including multi-accounting, bonus abuse, payment abuse, chargeback-related behavior, affiliate abuse, account takeover, and collusion.
• Ability to investigate suspicious player behavior using multiple data points such as IP, device, geolocation, payment methods, gameplay behavior, account linkage, and transactional patterns.
• Experience in identifying fraud red flags, building case logic, and making decisions in situations with incomplete or conflicting information.
• Experience working cross-functionally with Support, Payments, VIP, CRM, Compliance / AML, and Product teams.
• Good spoken and written English: Ukrainian would be a strong advantage.
   

Desired / Preferred Skills

• Previous experience in a Lead or Senior fraud / risk role.
• Experience in online casino / sportsbook operations specifically.
• Familiarity with fraud prevention tools, device fingerprinting tools, payment risk signals, and case management systems.
• Experience building or improving fraud rules, alerts, triggers, or internal review workflows.
• Understanding of KYC, AML, responsible gaming, and broader compliance-related operational processes.
    

Expected Duties / Responsibilities:

• Establish, maintain, and continuously improve the company's anti-fraud processes, policies, and investigation workflows.
• Maintain clear investigation guidelines, internal policies, case documentation standards, and escalation procedures.
• Manage the Risk & Payments team, oversee day-to-day operations, ensure efficient execution of risk management and payment processes.
• Work closely with Affiliate Marketing team to investigate requests related to potential fraud in affiliate traffic, analyze partner performance and traffic quality, identify suspicious patterns, and provide data-driven recommendations on risk mitigation and partner traffic quality.
   

Selling Points:

• Remote-First Work Model: we offer a fully remote work environment, providing you with the flexibility to work from any location worldwide while maintaining high productivity and work-life balance.
• Growth-Oriented Environment: join a fast-growing business operating in a startup-driven environment with minimal bureaucracy. We value efficiency, ownership, and the ability to make decisions quickly.
• Opportunity to develop the anti-fraud function and potentially build and lead a dedicated anti-fraud team as the business scales;
• Collaborative and Transparent Culture: we foster a professional, respectful, and open working culture where teamwork, accountability, and clear communication are core values.

Emerise Group is a dynamic, product-driven group of companies operating in the iGaming industry. We build high-impact solutions that fuel innovation and deliver outstanding user experiences across the entertainment ecosystem. We’re looking for a Support Agent to become one of the key points of contact for our players - helping them quickly resolve issues, and making sure every interaction feels professional, clear, and human. This role is a great fit for someone who is empathetic, attentive to detail and comfortable working in a fast-paced environment where every day can bring a different challenge.
 

Must-Have Skills & Experience:

• Minimum 0.6 year of experience in a similar Customer Support role.
• English B2-C1 - excellent written English, and strong grammar. Able to provide clear concise, professional and empathetic responses.
• Multitasking - ability to handle multiple customer conversations simultaneously while maintaining response quality and accuracy.
• Problem-solving skills - able to identify the customer's issue, investigate it using available tools and provide an appropriate resolution or escalation.
• CRM/Helpdesk experience - experience with Livechat, Zendesk, Intercom, Freshdesk, Salesforce, or similar platforms.
• Shift work availability - willingness to work rotating shifts, including evenings, nights, weekends, and public holidays if required.
• QA & KPI experience - familiarity with quality assurance processes and support KPIs such as CSAT, FRT, AHT, SLA, and resolution rate.
• High attention to detail - especially when handling customer accounts, payments, verification, and sensitive information.

Schedule:

• 2/2 shift pattern.
• 12-hour shifts: 10:00-22:00.
  
  Will be a plus:
• iGaming experience - previous experience in IGaming, sportsbook, or gaming support.
• Experience with Tier-1 customers - particularly Canada, Australia, New Zealand, Germany, or other Western European markets.
• Additional languages - German, French, Spanish, Italian, Dutch, Swedish, Norwegian, Danish, or other European languages at B2–C1+ level.
• VIP customer support - experience working with high-value or VIP customers is a strong advantage.
   

Expected Duties / Tasks:

• Handle customer inquiries via Live Chat and Email, providing professional, friendly, and efficient support.
• Provide accurate information regarding accounts, deposits, withdrawals, bonuses, promotions, games, and product functionality.
• Troubleshoot customer issues, review account and transaction history, and identify root causes.
• Assist with KYC, verification, payments, account access, and technical issues in line with company procedures.
• Handle complaints and sensitive cases, escalating complex issues and potential fraud, payment, security, or responsible gambling concerns to the relevant teams.
• Maintain accurate CRM/ticket records and ensure customer data is handled securely and confidentially.
• Meet established SLA and support KPIs, including response time, resolution time, productivity, and quality.
• Stay up to date with product changes, promotions, payment methods, and internal policies, while sharing recurring customer issues and feedback with Team Leads and relevant departments.
   

Selling Points:

• Remote-First Work Model: we offer a fully remote work environment, providing you with the flexibility to work from any location worldwide while maintaining high productivity and work-life balance.
• Growth-Oriented Environment: join a fast-growing business operating in a startup-driven environment with minimal bureaucracy. We value efficiency, ownership, and the ability to make decisions quickly.
• Opportunity to Make a Measurable Impact: you will work closely with the Team Lead Customer Care and play a key role in improving the customer experience and shaping the future of our Support function.
• Collaborative and Transparent Culture: we foster a professional, respectful, and open working culture where teamwork, accountability, and clear communication are core values.

Emerise Group is a dynamic, product-driven company operating in the iGaming industry, focused on building high-impact solutions that fuel innovation and deliver outstanding user experiences across the entertainment ecosystem. The team is looking for a Product Manager to build and grow our gamification direction, combining product strategy, user insights and experimentation to drive measurable business impact.
 

Requirements:

• 2+ years of experience as a Product Manager [(Gamification/Bonus Oriented]/ Retention Product Manager;
• Proven experience working with iGaming products on SoftSwiss or similar iGaming platforms;
• Experience working with Tier-1 markets;
• Hands-on experience with gamification mechanics in iGaming;
• Strong UX understanding and data-driven approach to product management;
• Solid grasp of product & business metrics and how they interrelate (retention, bonus ratio, Reg2Dep, FD2SD, etc.);
• Skilled at spotting growth opportunities and improvement areas within a feature;
• Experience formulating hypotheses, defining success metrics, and evaluating results;
• Strong ownership - driving a feature from development through launch and ongoing optimization;

Desired / Preferred Skills:

• Experience with Customer.io, Smartico, Plug2Win is a strong advantage, but not required;

Expected Duties / Responsibilities:

• Own the gamification feature end-to-end from current development through launch, operation, and ongoing iteration;
• Analyze existing bonus strategy across departments and design a new approach aligned with core KPIs (bonus ratio, retention, Reg2Dep, FD2SD, etc.);
• Define and track product and business metrics, and clarify how gamification functionality drives business outcomes;
• Spot growth opportunities, set measurable improvement goals, and build a roadmap to reach them;
• Analyze user behavior and performance data to find optimization opportunities;
• Generate, prioritize, and test product hypotheses, measuring their impact;
• Collaborate with Design, Development, Analytics, and other stakeholders to ship and refine improvements;
• Use data and user insights to guide product decisions and deliver measurable business impact;
   

Selling Points:

• Remote-First Work Model: we offer a fully remote work environment, providing you with the flexibility to work from any location worldwide while maintaining high productivity and work-life balance.
• Growth-Oriented Environment: join a fast-growing business operating in a startup-driven environment with minimal bureaucracy. We value efficiency, ownership, and the ability to make decisions quickly.
• Opportunity to build and scale a new product direction: you will take ownership of gamification strategy, from defining the roadmap and launching new mechanics to testing ideas and measuring their impact.
• Collaborative and Transparent Culture: we foster a professional, respectful, and open working culture where teamwork, accountability, and clear communication are core values.

Emerise Group is a dynamic, product-driven company operating in the iGaming industry, focused on building high-impact solutions that fuel innovation and deliver outstanding user experiences across the entertainment ecosystem. The team is now looking for an Affiliate Manager who combines strong commercial thinking with a deep understanding of performance marketing and knows how to build, scale, and optimize affiliate partnerships that drive high-quality traffic and measurable business growth.
 

Requirements:

• 2+ years of experience as an Affiliate Marketing Manager working with TrueLabel and SoftSwiss brands.
• SEO, PPC, Email/SMS traffic.
• NL geo with big amount of traffic.
• Own database of partners and contacts for NL geo.
• Understanding of traffic analysis, important KPIs, comissions and work methods
• Hands-on experience with SEO and PPC traffic sources.
• Experience working with Tier 1 GEOs.
• Strong understanding of traffic analysis, key Soft2Bet KPIs, commission models, and operational workflows.
• Own database of affiliate partners and industry contacts.

Desired / Preferred Skills:

• Experience working with Affilka and SoftSwiss brands.
• Proficiency with tools such as Ahrefs, Humble, and SimilarWeb
• English level: B2–C1.
• Willingness and ability to attend international conferences.
• Ukrainian language proficiency.

Expected Duties / Responsibilities:

• Work with partners within Affilka software partnership programs across Soft2Bet / SoftSwiss brands in Tier 1 GEOs.
• Acquire new partners for partnership programs, negotiate deals, define terms and conditions, set commissions, and manage campaign structures.
• Retain and grow existing partners by monitoring traffic quality, optimizing campaigns, and scaling traffic volume.
• Develop and execute own business plan and KPIs, while contributing to the implementation of overall company KPIs and objectives.
• Monitor market trends, conduct market research, and generate new business ideas and innovations.
• Analyze SEO and PPC traffic performance and evaluate its value using tools such as Ahrefs, Humble, SEMrush, SimilarWeb, etc.
• Collaborate with cross-functional departments (Product, Retention, VIP, Content, Promo, SEO, Support, Anti-Fraud) to achieve company goals.
• Attend international conferences and industry events.
   

Selling Points:

• Remote-First Work Model: we offer a fully remote work environment, providing you with the flexibility to work from any location worldwide while maintaining high productivity and work-life balance.
• Growth-Oriented Environment: join a fast-growing business operating in a startup-driven environment with minimal bureaucracy. We value efficiency, ownership, and the ability to make decisions quickly.
• Opportunity to drive affiliate growth at scale: you will own and develop affiliate partnerships end-to-end, directly influencing traffic quality, conversions, and overall revenue performance.
• Collaborative and Transparent Culture: we foster a professional, respectful, and open working culture where teamwork, accountability, and clear communication are core values.

Emerise Group is a dynamic, product-driven company operating in the iGaming industry, focused on building high-impact solutions that fuel innovation and deliver outstanding user experiences across the entertainment ecosystem. We currently have an opening for Lead of Customer Care. This is a high-impact role, where you’ll own the strategy and development of customer support and success, directly influencing client satisfaction, retention, and LTV. Your initiatives will have a direct impact on revenue growth.
 

Requirements:

• Experience: 2+ years in customer success, account management, or related roles; at least 2 years in a leadership position.
• Proven experience working with iGaming products on SoftSwiss or similar iGaming platforms;
• Experience working with Tier-1 markets;
• Demonstrated track record in developing and implementing customer success strategies, onboarding programs, and retention initiatives.
• Experience building, managing, and motivating high-performance teams.
• Ability to analyze customer data, identify trends, and implement improvements based on insights.
• Hands-on experience with CSAT, NPS, CLV, churn rate, and other key customer success metrics.
• Understanding of iGaming regulations and responsible gaming principles.
• BackOffice SoftSwiss (preferred), Chat providers: LiveChat / HelpDesk, Jira.
• Language: English at B2/C1 level (both written and spoken).
    

Expected Duties / Responsibilities:

• Develop and implement a customer success strategy.
• Build and lead a customer success team to provide world-class support and ensure high customer satisfaction and retention.
• Coordinating a team of 9 specialists across Support and RFPD (Anti-Fraud) departments.
• Establish and track key performance indicators (KPIs) for customer success, including customer satisfaction (CSAT), Net Promoter Score (NPS).
• Create and manage customer onboarding programs to ensure seamless integration.
• Collaborate with product and tech teams to relay customer feedback and drive continuous improvement.
• Develop and execute customer engagement strategies to increase customer lifetime value.
• Ensure compliance with iGaming regulations and responsible gaming practices in all customer interactions.
• Analyze customer data to identify patterns, trends, and potential issues, proactively addressing them to improve the customer experience.
   

Selling Points:

• Remote-First Work Model: we offer a fully remote work environment, providing you with the flexibility to work from any location worldwide while maintaining high productivity and work-life balance.
• Growth-Oriented Environment: join a fast-growing business operating in a startup-driven environment with minimal bureaucracy. We value efficiency, ownership, and the ability to make decisions quickly.
• Opportunity to scale customer success and support: you will take ownership of the entire customer experience and support strategy, driving team performance, customer satisfaction, retention, and lifetime value, with a direct impact on overall revenue growth.
• Collaborative and Transparent Culture: we foster a professional, respectful, and open working culture where teamwork, accountability, and clear communication are core values.