FireMinds Tech

About the Role

We are looking for an experienced Head of Risk to build and lead a scalable operational function responsible for ensuring secure, efficient, and compliant customer operations across multiple markets.

In this role, you will own the strategy, processes, and performance of operational areas related to risk management, fraud prevention and customer verification. Working cross-functionally with Product, CRM, Customer Support, Finance, and Executive Leadership, you will establish efficient operational frameworks, implement scalable controls, and build high-performing teams that support the company's growth.

Key Responsibilities

• Build, lead, and continuously improve the company's Risk Operations function from the ground up.
• Develop operational strategies, policies, and procedures that minimize business risk while maintaining an excellent customer experience.
• Design and optimize end-to-end operational processes related to customer verification, fraud prevention, payment operations, and financial security.
• Establish effective risk controls, monitoring frameworks, and escalation procedures across all operational workflows.
• Lead investigations into high-risk activities and ensure timely resolution of operational incidents.
• Define and monitor KPIs, operational metrics, and reporting to drive performance and informed decision-making.
• Build and manage relationships with external providers, including payment partners, verification vendors, and fraud prevention solutions.
• Partner closely with Product, CRM, Finance, Customer Support, and Technology teams to implement scalable operational solutions.
• Lead, mentor, and grow a high-performing international team, fostering a culture of ownership, accountability, and continuous improvement.
• Identify automation opportunities and implement operational efficiencies to support business scalability.
• Ensure all operational processes comply with internal policies, regulatory requirements, and industry best practices.

Requirements

• 5+ years of leadership experience in Risk Operations, Fraud Prevention or a similar function within the iGaming industry.
• Proven experience building and scaling operational teams and processes.
• Strong understanding of operational risk management, customer verification, fraud prevention, payment operations, and financial controls.
• Experience working withKYC solutions, and fraud detection platforms.

About the Role

We are looking for a detail-oriented KYC Specialist to support the customer verification process across our products. In this role, you will be responsible for reviewing customer documentation, performing identity verification and due diligence checks, ensuring compliance with internal policies and regulatory requirements, and helping maintain a safe and secure environment.

You will work closely with the Risk, Fraud, Payments, and Customer Support teams to deliver an efficient verification process while providing a smooth customer experience.

Responsibilities

• Review and verify customer documentation in accordance with internal KYC and AML procedures.
• Identify suspicious activity and escalate high-risk cases to the Risk team.
• Ensure customer accounts meet verification requirements before approval.
• Monitor verification queues and maintain agreed service levels (SLAs).
• Communicate with Customer Support regarding documentation requests and verification outcomes.
• Maintain accurate records of verification decisions and customer interactions.
• Assist with periodic reviews of existing customer accounts.
• Contribute to continuous improvements of KYC processes and operational workflows.

• Stay up to date with regulatory requirements and internal compliance policies.

   

Requirements

• 1–2+ years of experience in KYC, AML, Risk, Fraud, or Compliance within the iGaming  industry.
• Understanding of KYC, AML, and customer due diligence principles.
• Experience reviewing customer documentation and identifying discrepancies or fraudulent documents.
• Familiarity with identity verification platforms and KYC tools.
• Strong attention to detail and excellent analytical skills.
• Ability to work efficiently in a fast-paced, shift-based environment.
• Good organizational and time management skills.
• Strong written and verbal communication skills in English.
• Ability to handle sensitive customer information with confidentiality and professionalism.

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 data and detailed oriented Senior CRM/Retention Manager with strong ownership and independent mindset to join our growing iGaming team.

In this role, you will be responsible for ownership of end to end CRM/Retention strategy for one of our brands. Including creating/reviewing/adjusting Retention/CRM strategy, bonus policy, promo planning, managing of end to end prod launch of automated, ah-hoc and A/B test campaigns aimed at increasing engagement, retention, reactivation metrics. Works with numerous CRM/Retention tools: classic bonus system and gamification tool and taking part in developing these functionalities.

Conduct data analysing of customer base and campaigns to meet business KPIs (LTV, Bonus rate, Retention Rate, ROMi etc)

You’ll work closely with the internal CRM operational team, product, marketing, analytical, VIP  teams.

Position considering to work with GR8 Tech platform + Customer.io tool

Key Responsibilities

• Own and drive the end-to-end CRM & Retention strategy for the brand, aligned with business KPIs (LTV, NGR, Retention Rate, Bonus Cost, ROMI)
• Define and continuously optimize player lifecycle strategies (onboarding, activation, retention, reactivation
• Develop and maintain segmentation frameworks.
• Plan and execute CRM calendar (weekly / monthly / event-based: sport, seasonal, local markets)
• Manage setup process of planned and other campaigns along with Operational CRM unit (setup part should be covered by Operational team mainly close to 70%).
• Launch and manage multi-channel campaigns (email, push, in-app, SMS) along with the monitor of delivery and effectiveness.
• Own communication effectiveness of automated journeys, ad-hoc campaigns, triggered campaigns.
• Design and optimize bonus policy and promotional mechanics along with controlling bonus cost efficiency and improving bonus ROI and player value.
• Build and scale automated lifecycle journeys with continuous improvement of personalization and real-time triggers
• Analyze player behavior, cohorts, and campaign performance to identify growth opportunities
• Monitor and optimize core metrics for brand: LTV/ARPU, Retention/Reactivation Rates, Bonus Rate.
• Define and execute structured A/B testing relevant for brand and business needs.
• In collaboration with the Product team define and improve CRM-related features/bonus/ engagement capabilities.
• Close cooperation with Product, Analytical, Marketing, VIP, Operational teams for executing targets and plans.

Key Requirements

• 3+ years of experience in CRM / Retention / Lifecycle Marketing in iGaming, sport betting.
• Proven track record of owning CRM strategy and delivering measurable impact on LTV, Retention, and NGR
• Strong understanding of player lifecycle, behavioral segmentation, and retention mechanics
• Advanced analytical mindset with ability to translate data into actionable CRM decisions
• Experience working with key metrics: LTV/ARPU, Retention/Reactivation Rates, Bonus Rate and communication metrics - Delivery, Open, Click, Conversion rates
• Experience with cohort analysis, funnel analysis, and performance reporting
• Deep understanding of bonus systems and promotional mechanics (preferably in Softswiss ecosystem)
• Ability to balance conversion vs bonus cost efficiency
• Experience working with iGaming platforms such as and with CRM platforms such as Customer.io
• Understanding of event-based architecture, triggers, and automation logic
• Experience managing multi-channel communication (email, push, in-app, SMS)
• Data-driven approach to continuous optimization of campaigns and journeys
• Proven experience in A/B testing and experimentation frameworks
• Experience building and scaling automated lifecycle journeys
• Strong sense of ownership and accountability for results
• Ability to work independently in a fast-paced, performance-driven environment
• Structured, detail-oriented, and result-focused approach
• Proactive mindset with ability to identify growth opportunities and act on them