RocketHash

We’re looking for motivated Support Agents to join our team and provide top-quality assistance for international iGaming projects. If you’re customer-focused, detail-oriented, and ready to grow in a dynamic environment, this could be the role for you!

Key Responsibilities

• Manage chat and ticket support across platforms.
• Set the right tone and actively engage on the community forum.
• Handle pending withdrawals in coordination with the Payment team.
• Process loyalty program requests.
• Manage KYC verification inquiries and collaborate with the Anti-Fraud team.
• Follow internal procedures and work toward KPI targets.

Requirements

• English B2 (both written and spoken).
• 1+ year experience in online gambling, understanding of the market.
• Familiarity with ticketing systems (Zendesk, LiveChat, or similar).
• Flexibility to work in a fast-paced environment with night shifts.

What We Offer

• Competitive salary.
• Exciting technical challenges and complex tasks that help you grow.
• A strong senior+ team to collaborate with and learn from.
• Minimal bureaucracy — maximum impact.
• Flexible processes, quick decisions.
• Remote-first approach: work from wherever you want (or come to the office).
• Investment in learning: internal knowledge sessions, external courses, certifications.
• Work-life balance: no overtime, no micromanagement.
• Modern equipment: MacBook, Starlink, PowerBank — everything needed for productivity.
• Parental bonuses and support for newborn children.
• Many other internal perks that are better shown than described.

Main Responsibilities

The main task: to build a win-win partnership with your Product Manager.

The Product Manager is responsible for the “external world” (interviews, market research, competitors, strategy, business), while you focus on internal processes (sprints, rituals, specifications, backlog). Constant information exchange between you two is essential. This role reports directly to the CPO.

• Form and prioritize the backlog, prepare tasks and specs, organize and participate in refinements and rituals.
• Sprint management: planning, tracking progress, resolving blockers.
• Prepare and manage releases (end-to-end: coordination, final checks, stakeholder communication).
• Collaborate with development, design, analytics, marketing, and content teams for timely and quality feature launches.
• Approve and coordinate graphics, texts, and content for product updates and marketing campaigns.
• Communicate with external partners (SoftSwiss, Digitain, etc.) on technical integration matters.
• Answer product-related questions during development, clarify details promptly.

Secondary Responsibilities

• Provider management: opening/closing games and providers.
• Sportsbook management: bonuses, banners, promotions, sportsbook administration.
• Content & localization: managing game texts, editing FAQs, handling localization issues.
• SEO collaboration: coordinating content requests for texts and graphics.
• Basic risk management: bet investigations, payment handling, results checks, support interactions (including fraud cases).

Requirements

• 3+ years as a Product Owner in digital products, iGaming experience required.
• Experience in close collaboration with Product Managers.
• Experience working with cross-functional teams (design, development, analytics, marketing).
• Ability to write clear tasks and specifications, lead refinements, coordinate releases.
• Experience in communication with external providers/partners (English B2+).
• Organized, systematic, able to handle multiple streams simultaneously.
• Technical maturity to understand dev team’s strengths, limitations, and product constraints.
• Autonomous, responsible, quick decision-making skills.

What We Offer

• 💰 Competitive salary
• ⚡ Exciting technical challenges and complex tasks
• 💼 A strong senior+ level team for collaboration and learning
• 🚀 Minimal bureaucracy — maximum action, flexible processes, fast decisions
• 🏠 Remote-first approach: work wherever you’re comfortable
• 🎓 Learning investment: internal knowledge sessions, external courses, certifications
• 🍻 Work-life balance: no overtime, no micromanagement
• 💻 Modern equipment: MacBook, Starlink, PowerBank — everything you need
• 👶 Bonuses for maternity leave and childbirth
• 🔔 Many more internal perks to be shared upon onboarding

💼 Experience & Knowledge

• 2–3+ years in analytics: product, monetization in a real money casino.
• Basic understanding of unit economics (CAC, LTV, ARPU, ARPPU, churn).
• Knowledge of monetization models: subscriptions, in-app purchases, bonuses, promotions, events.

• General understanding of demand elasticity, incentive mechanics, and reward systems.

   

💻 Technical Skills

• SQL – solid knowledge (joins, aggregations, CTE, basic window functions).
• Excel/Google Sheets – financial and scenario modeling.
• Basic Python/R for data processing or statistics (a plus, but not required).
• Experience with at least one BI tool (Tableau, Power BI, Looker, Metabase).

🤝 Soft Skills

• Attention to detail, structured thinking.
• Ability to explain results to colleagues without technical backgrounds.
• Teamwork with product, marketing, and analytics departments.
• Responsibility for the accuracy of calculations and models.

⭐ Nice to Have

• Experience in gaming, gambling, fintech, or subscription products.
• Experience with simulations or forecasting models (even basic level).
• Interest in game design or behavioral economics.

Key Responsibilities

• Product Economy Analysis

Monitor core product economics metrics (CAC, LTV, ARPU, ARPPU, churn, payback) to evaluate monetization efficiency across user segments. Conduct cohort analysis, assess retention impact after product updates or events, and identify revenue imbalances.

• Monetization, Bonuses & Events

Analyze the effect of bonuses, promotions, and in-product events on revenue and user behavior. Calculate bonus ROI, assess welcome offers, and test new reward mechanics to ensure they boost engagement and retention without harming profitability. Build “what-if” models to simulate changes in rewards, event frequency, or progression systems.

• Forecasting & Modeling

Develop revenue, ARPU, and LTV forecast models and simulate potential outcomes of product economy changes. Evaluate medium-term (3–6 month) impact of pricing or bonus adjustments. At senior level — apply causal inference, regression, or MMM models to measure the true effect of marketing and monetization initiatives.

• A/B Testing & Experiments

Support the design and analysis of experiments, such as pricing tests, new bundles, promotions, or reward systems. Measure statistical significance, evaluate impact on conversion, ARPU, and retention, and provide recommendations on scaling.

• Product & Marketing Decision Support

Act as a data partner for Product and Marketing teams, evaluating the financial viability of new features or campaigns. Provide insights, recommendations, and analytical inputs for roadmap planning and quarterly OKRs. At senior level — advise CPO/CMO on monetization strategy, demand elasticity, and revenue structure.

• Monitoring & Reporting

Build and maintain dashboards (Tableau/Power BI/Metabase), track anomalies in revenue and user behavior, and deliver regular performance reports to product teams. Ensure transparency of the product economy and early detection of risks (bonus inflation, payer conversion drop, etc.).

🎁 What We Offer

• 💰 Competitive salary
• ⚡ Exciting technical challenges and complex tasks to help you grow
• 💼 A strong senior+ level team you'll want to work and learn with
• 🚀 Minimal bureaucracy — maximum action. Flexible processes, fast decisions
• 🏠 Remote-first approach: work wherever you're comfortable (or visit the office)
• 🎓 Investment in learning: internal knowledge sessions, external courses, certifications
• 🍻 Work-life balance: no overtime, no micromanagement
• 🖥 Modern equipment: MacBook, Starlink, PowerBank — everything you need for productivity
• 👶 Bonuses for maternity leave and child birth
• 🔔 And many more internal perks that are better to show than describe