FireMinds Tech

About the Role

We are looking for a VIP Player Manager to build and maintain strong relationships with our most valuable players.

In this role, you will be the main point of contact for VIP clients, providing a high level of personalized service and ensuring an exceptional player experience. You will communicate with players via messengers and outbound phone calls, helping to increase loyalty, engagement, and retention.

Work schedule: 2/2 shift.

Key Responsibilities:

• Build and maintain long-term relationships with VIP players.
• Communicate with VIP clients via messengers (Telegram, WhatsApp, live chat).
• Make outbound calls to VIP players to maintain engagement and strengthen relationships.
• Provide high-level personalized support and resolve player requests promptly.
• Assist VIP players with deposits, gameplay, and withdrawals.
• Inform players about exclusive promotions, bonuses, and special offers.
• Work on player retention and reactivation.
• Monitor player activity and identify opportunities to increase engagement.

• Collaborate with VIP, CRM, and Support teams to improve the overall player experience.

   

Requirements:

• English – mandatory (B2 level or higher).
• Experience in iGaming / online casino / betting / VIP support will be a strong advantage.
• Experience working with iGaming platforms such as SOFTSWISS and with CRM platforms such as Customer.io will be a strong advantage.
• Experience in customer service, account management, or VIP client management.
• Strong communication and relationship-building skills.
• Client-oriented mindset and ability to work with high-value players.
• Ability to multitask and work in a fast-paced environment.
• Responsible, proactive, and detail-oriented approach.

We Offer:

• Opportunity to work in an international iGaming project.
• Competitive salary + performance bonuses.
• 2/2 shift schedule.
• Friendly and professional team environment.
• Opportunities for career growth and development.

We're looking for an SEO Specialist who understands the competitive iGaming landscape, knows how to approach different GEOs, and focuses not only on rankings and traffic but also on measurable business results.

Key Responsibilities

• Develop and execute SEO strategies for iGaming products targeting Tier 1 and LATAM markets.
• Conduct technical SEO audits, identify issues related to crawling, indexing, site architecture, and performance, and provide actionable recommendations.
• Perform keyword research, clustering, and search intent analysis across different GEOs and languages.
• Optimize website structure, landing pages, metadata, internal linking, and on-page content.
• Conduct competitor research to identify growth opportunities, keyword gaps, and effective SEO approaches.
• Develop and implement link-building strategies, monitor backlink quality, and maintain a healthy backlink profile.
• Collaborate with Content, Development, and Product teams to implement SEO improvements.
• Prepare SEO requirements, technical specifications, and content optimization guidelines.
• Monitor organic traffic, keyword rankings, conversions, and other SEO performance metrics.
• Identify new organic growth opportunities, test SEO hypotheses, and continuously improve performance.

Requirements

• 3+ years of hands-on SEO experience, preferably within the iGaming industry (Casino, Betting, Sportsbook).
• Proven experience working with international markets, particularly Tier 1 and/or LATAM.
• Strong knowledge of Technical SEO, On-page SEO, and Off-page SEO.
• Hands-on experience with Google Search Console, GA4, Ahrefs, Screaming Frog, Semrush, or similar tools.
• Experience with keyword research, content optimization, and multilingual SEO.
• Solid understanding of link-building strategies and backlink quality assessment.
• Ability to analyze SEO performance, identify growth opportunities, and make data-driven decisions.
• Strong analytical skills, attention to detail, and a proactive, results-oriented mindset.
• English proficiency sufficient for working with international markets and SEO tools.

Nice to Have

• Direct experience promoting online casino or sportsbook websites.
• Experience launching SEO projects from scratch or scaling organic traffic in highly competitive markets.
• Understanding of affiliate SEO and the competitive landscape of the iGaming industry.

About the Role

We are looking for a detail-oriented CRM Manager to join our growing iGaming team. In this role, you will be responsible for building, executing, and optimizing customer communication journeys across multiple channels to increase player engagement, retention, and lifetime value. You’ll work closely with the design, content, and marketing teams to deliver personalized, high-performing campaigns that enhance the player experience.

Key Responsibilities:

• Develop and manage customer journeys and automated CRM workflows.
• Create and execute multi-channel communication campaigns, including
• Email, SMS, and In-App messaging.
• Manage and update promo pages, banners, and campaign assets, ensuring a seamless user experience.
• Collaborate with design and content teams to ensure consistency in
• Ensure smooth CRM operations and data accuracy across all touchpoints.

Requirements:

• Proven experience in CRM operations or lifecycle marketing, preferably in the iGaming industry.
• Hands-on experience with GR8 Tech platform.
• Familiarity with HTML email templates and basic design workflows
• Strong understanding of multi-channel CRM communication (Email, SMS, In-App).
• Ability to create and manage automated player journeys and lifecycle campaigns
• Experience working closely with creative teams (design, content, and development).
• Ability to work independently

We are looking for an experienced Affiliate Manager with a proven track record in the iGaming industry (B2C products). The ideal candidate has hands-on expertise in managing partner traffic across LATAM, possesses a strong affiliate base in these markets, and understands how to scale partnerships for long-term revenue growth.

Key Responsibilities

• Develop, maintain, and grow partnerships with affiliates across LATAM markets
• Analyze affiliate performance using tools like Ahrefs, Humble, Similarweb, and other analytics platforms to identify opportunities and improve results
• Negotiate and manage deals using various payment models (RS, Hybrid, CPA, Flat Fee)
• Regularly monitor competitor activity and evaluate iGaming websites’ quality and traffic potential
• Leverage analytical tools such as Power BI, Tableau, or similar to generate actionable insights
• Represent the company at international affiliate and iGaming conferences, expanding the affiliate network
• Collaborate effectively with internal teams while maintaining a high degree of autonomy and self-organization
• Consistently work towards achieving KPIs and maximizing profitability.

Requirements

• Minimum 3 years of successful experience in iGaming affiliate management for LATAM markets (product-side experience required)
• Proficiency with Ahrefs, Humble, Similarweb, and other analytical tools
• Existing affiliate network in the target GEOs and strong understanding of market specifics
   
• Competence in Power BI, Tableau, or similar data analytics tools
• English level: B2 or higher
• Ability and willingness to attend international conferences (previous participation preferred)
• Excellent communication and negotiation skills
• Result-driven mindset with strong motivation to achieve and earn more
• Team player, but capable of working independently when needed.

We are looking for a Marketing Operations Manager to support and optimize operational processes within our Affiliate Marketing department. This role is ideal for someone with a background in affiliate marketing, account management, lead generation, or operations who enjoys working with data, processes, and cross-functional teams. The primary mission is to ensure operational excellence, data accuracy, partner transparency, and smooth day-to-day execution across multiple systems and service providers.

Key Responsibilities:

• Conduct regular reconciliations with affiliate partners and ensure accuracy of reported performance data
• Maintain and verify data consistency across internal systems, including affiliate platforms, CRM, and internal databases
• Update, validate, and monitor marketing-related records and databases
• Collaborate closely with Product, Marketing, and other internal teams to ensure smooth operational workflows
• Monitor the performance and availability of all department-related services and tools
• Communicate with external providers and platform support teams to investigate and resolve operational issues
• Identify process inefficiencies and propose improvements to increase operational effectiveness
• Ensure data integrity, accuracy, and compliance with internal standards across all systems

Requirements:

• Minimum 2 years of experience in Affiliate Marketing, Marketing Operations, Account Management, Lead Generation, or a similar operational role
• Experience in iGaming, Affiliate Marketing, Lead Generation, or other performance-driven industries (finance, dating, nutra, crypto, etc.)
• Strong analytical mindset with high attention to detail
• Advanced Excel / Google Sheets skills (data validation, reconciliation, lookups, reporting)
• Experience working with affiliate tracking platforms (Affilka is a strong advantage)
• Understanding of affiliate marketing processes, traffic flows, partner management, and performance metrics
• Experience maintaining large datasets and working with multiple systems simultaneously
• Strong problem-solving skills and ability to investigate discrepancies independently
• Ability to communicate effectively with internal stakeholders and external partners
• Upper-Intermediate English or higher

Nice to Have:

• Experience working in affiliate teams, media buying teams, or affiliate networks
• Basic knowledge of CRM systems and reporting tools
• Experience with SQL or BI tools
• Experience participating in process optimization or automation initiatives

Personal Qualities:

• Exceptional attention to detail
• Strong sense of ownership and accountability
• Structured and organized approach to work
• Accuracy and consistency in execution
• Proactive mindset and willingness to improve existing processes
• Ability to multitask and prioritize effectively in a fast-paced environment

The Role

We’re looking for a results-oriented Project Manager who can drive speed, efficiency, and execution across teams. You will lead critical cross-functional initiatives from planning through to completion- ensuring projects are delivered on time, within scope, and with full accountability. You’ll build structure where there is ambiguity, apply pressure when momentum drops, and be the operational force that turns strategic intent into delivered outcomes.

Key Responsibilities

Owning multiple strategic projects simultaneously - from scoping to closure.

Building project timelines, setting clear milestones, and holding teams accountable to delivery.

Ensuring smooth coordination across internal departments, external partners, and stakeholders.

Driving decision-making - escalating when needed and removing blockers quickly.

Implementing rigorous progress tracking, reporting, and documentation.

Bringing discipline in planning while staying adaptable to fast-changing business needs.

Identifying risks early and designing mitigation plans to protect delivery dates.

Ensuring every project concludes with outcomes achieved, not tasks “in progress.”

Requirements: 

Minimum 3+ years in project management with a track record of delivering, not just coordinating.

Experience managing multi-stakeholder projects with operational, technical, or regulatory components.

Strong command of project tools (Jira, Confluence etc) and reporting frameworks.

Highly organised, deadline-driven, and relentless about follow-through.

Excellent communicator - able to challenge, influence, and align teams at all levels.

Skilled in navigating ambiguity, prioritizing, and enforcing clarity.

Assertive and confident in applying pressure when necessary to protect timelines and outcomes.

Process mindset with an eye for continuous improvement and operational scalability.

We are looking for a VIP Account Management Team Lead to build, lead, and develop our VIP Account Management function across LATAM markets. This position combines team leadership, premium customer service, player retention, operational excellence, and performance analysis.

The ideal candidate has experience working with VIP players in the iGaming industry, strong leadership skills, and a data-driven approach. You will be responsible for building long-term relationships with high-value players, developing VIP Account Managers, monitoring portfolio performance, and continuously improving the VIP experience.

During the initial stage, the Team Lead will also personally handle selected VIP player requests and communications. This hands-on involvement will help establish service standards, validate operational workflows, better understand player needs, and ensure a consistently high-quality VIP experience from the beginning.

Key Responsibilities:
 

• Build, lead, mentor, and support a team of VIP Account Managers.
• Personally handle selected VIP player requests and communications during the initial development stage of the function.
• Build and maintain strong professional relationships with VIP and High Value players.
• Ensure timely and personalized communication through email, Telegram, WhatsApp, and other approved channels.
• Monitor team and individual portfolio performance and ensure the achievement of operational and commercial KPIs.
• Develop player engagement, retention, loyalty, and reactivation strategies.
• Monitor VIP player activity and identify churn risks, changes in deposits or turnover, significant wins or losses, and other behavioral signals.
• Coordinate personalized offers, bonuses, promotions, and service solutions based on player value, preferences, and activity.
• Conduct regular quality reviews of player communications and provide structured feedback to VIP Account Managers.
• Handle escalated player cases, complaints, withdrawal-related questions, and complex operational issues.
• Ensure that all player contacts, agreements, bonuses, follow-ups, and relevant notes are correctly recorded in the CRM or operational tools.
• Participate in hiring, onboarding, training, and developing new VIP Account Managers.
• Create and maintain VIP service processes, communication standards, guidelines, scripts, and best practices.
• Collaborate with CRM, Customer Support, Product, Payments, Risk, Bonus, BI, and Technical teams to resolve player-facing issues.
• Work with the CRM team on VIP segmentation, personalised campaigns, lifecycle communications, and reactivation initiatives.
• Analyse portfolio performance, retention, player activity, bonus efficiency, deposits, turnover, GGR, NGR, and other relevant VIP metrics.
• Prepare regular reports on team performance, portfolio health, player retention, service quality, and operational efficiency.
• Generate and test new ideas for VIP engagement, retention, reactivation, and loyalty.
• Drive continuous improvements in the VIP customer experience and internal workflows.

Requirements:
 

• 2+ years of leadership or senior-level experience in VIP Account Management, Customer Success, Retention, or a related function.
• Previous iGaming experience is mandatory.
• Proven experience working directly with VIP and High Value players.
• Experience communicating with players through Telegram, WhatsApp, email, and other messaging platforms.
• Upper-intermediate English level or higher.
• Strong understanding of player retention, reactivation, loyalty, and personalised service.
• Experience working with VIP performance metrics, player segmentation, CRM systems, and reporting.
• Strong analytical and problem-solving skills.
• Experience onboarding, coaching, and developing Account Managers.
• Ability to manage escalations and independently resolve complex operational issues.
• Strong communication, negotiation, and stakeholder management skills.
• Ability to maintain professional boundaries while building trusted relationships with players.
• Experience working with CRM, back-office, customer support, and player-management platforms.

Nice to Have:
 

• Experience managing VIP players across multiple markets or brands.
• Knowledge of casino and sportsbook products.
• Experience with CRM automation, segmentation, and personalised campaigns.
• Experience with reporting tools and dashboards.
• Understanding of payment flows, withdrawal processes, bonus mechanics, KYC, and responsible gaming procedures.
• Experience creating VIP service documentation, communication templates, and knowledge bases.
• Additional languages relevant to the target markets.

Personal Qualities:
 

• Proactive and ownership-driven mindset.
• Strong leadership and coaching skills.
• Excellent interpersonal and relationship-building abilities.
• High level of emotional intelligence and empathy.
• Attention to detail.
• Data-driven decision-making approach.
• Excellent organisational and prioritisation skills.
• Ability to remain calm under pressure.
• Strong sense of accountability.
• Positive, discreet, and solution-oriented attitude.

We are looking for a detail-oriented and proactive Content Manager to ensure the smooth day-to-day operation, configuration, and continuous improvement of our iGaming products.

In this role, you will be responsible for managing casino content, configuring bonuses and promotional features, supporting product launches, and ensuring a seamless player experience across different markets.

You will work closely with Product, CRM, Marketing, Design, and Development teams to keep our casino products running smoothly and deliver high-quality, market-ready solutions.

Key Responsibilities

• Manage and optimize casino content across multiple markets, ensuring accuracy, consistency, and proper localization.
• Configure and maintain casino bonuses, player groups, filters, and other platform features, ensuring their correct setup and performance.
• Support new product launches, promotional campaigns, and feature rollouts in collaboration with cross-functional teams.
• Coordinate the creation and implementation of visual and multimedia content, including banners, promotional materials, images, videos, and other assets.
• Work closely with Product, CRM, Marketing, Design, and Development teams to ensure smooth execution of operational tasks.
• Maintain and improve operational workflows using tools such as Jira, Asana, and Confluence.

Requirements

• 1+ years of hands-on experience working with the SoftSwiss platform, particularly in casino operations, platform configuration, or related processes.
• Strong attention to detail, organizational skills, and a proactive approach to problem-solving.
• Experience creating marketing banners, social media visuals, and promotional materials using AI-powered design tools.
• Strong analytical and critical thinking skills, with the ability to identify potential issues and find effective solutions.
• Ability to manage multiple tasks, prioritize effectively, and work in a fast-paced environment.
• English proficiency at B1 level or higher; additional languages (French, German, etc.) are a plus.

Nice to Have

• Familiarity with content analytics tools and A/B testing.
• Knowledge of HTML/CSS for content formatting and customization.
• Experience working with Motion marketing automation tools.

We are looking for a detail-oriented and proactive Casino Operations Manager to ensure the smooth day-to-day operation, configuration, and continuous improvement of our iGaming products.

In this role, you will be responsible for managing casino content, configuring bonuses and promotional features, supporting product launches, and ensuring a seamless player experience across different markets.

You will work closely with Product, CRM, Marketing, Design, and Development teams to keep our casino products running smoothly and deliver high-quality, market-ready solutions.

Key Responsibilities

• Manage and optimize casino content across multiple markets, ensuring accuracy, consistency, and proper localization.
• Configure and maintain casino bonuses, player groups, filters, and other platform features, ensuring their correct setup and performance.
• Support new product launches, promotional campaigns, and feature rollouts in collaboration with cross-functional teams.
• Coordinate the creation and implementation of visual and multimedia content, including banners, promotional materials, images, videos, and other assets.
• Work closely with Product, CRM, Marketing, Design, and Development teams to ensure smooth execution of operational tasks.
• Maintain and improve operational workflows using tools such as Jira, Asana, and Confluence.

Requirements

• 1+ years of hands-on experience working with the SoftSwiss platform, particularly in casino operations, platform configuration, or related processes.
• Strong attention to detail, organizational skills, and a proactive approach to problem-solving.
• Experience creating marketing banners, social media visuals, and promotional materials using AI-powered design tools.
• Strong analytical and critical thinking skills, with the ability to identify potential issues and find effective solutions.
• Ability to manage multiple tasks, prioritize effectively, and work in a fast-paced environment.
• English proficiency at B1 level or higher; additional languages (French, German, etc.) are a plus.

Nice to Have

• Familiarity with content analytics tools and A/B testing.
• Knowledge of HTML/CSS for content formatting and customization.
• Experience working with Motion marketing automation tools.

We are looking for a Customer Support Agent to provide exceptional support to our players across TIER1 markets. The ideal candidate is customer-oriented, proactive, and capable of delivering a high-quality support experience in a fast-paced iGaming environment.

You will serve as the first point of contact for our players, helping resolve issues, answering questions, and ensuring a smooth customer experience across all communication channels as part of our 24/7 customer support operation. This position follows a 2/2 shift pattern, providing continuous service coverage while maintaining a balanced rotation of workdays and days off.

Key Responsibilities:

• Provide customer support via live chat, email, and other communication channels
• Assist players with account-related, payment-related, and technical inquiries
• Investigate and resolve customer issues in a timely and professional manner
• Escalate complex cases to relevant internal teams when necessary
• Maintain accurate records of customer interactions
• Follow established support procedures and service standards
• Identify recurring customer issues and report them to management
• Contribute to a positive customer experience and player retention

Requirements:

• Previous experience in Customer Support in iGaming (mandatory)
• Upper-intermediate English or higher
• Experience with Intercom (preferable), LiveChat, Freshdesk,ZenDesk or similar platforms
• Strong communication and interpersonal skills
• Ability to multitask and manage multiple conversations simultaneously
• Problem-solving mindset and attention to detail
• Comfortable working in a fast-paced environment
• Basic understanding of online casino products and player journeys

Nice to Have:

• Previous experience supporting TIER1 markets
• Experience handling payment-related inquiries
• Experience working in shift-based environments

Personal Qualities:

• Customer-oriented mindset
• Empathy and patience
• Strong communication skills
• Attention to detail
• Reliability and responsibility
• Ability to remain professional under pressure
• Positive attitude and willingness to help others
• Team player mentality