Jobs at Djinni

We’re building a proof-of-concept engine that predicts the ROI of automating manufacturing

processes using simulation and statistical modelling.

Must-Have Skills

• Strong experience in simulation modelling, ideally Discrete Event Simulation (DES).

• Ability to build Monte Carlo–style simulation engines at scale.

• Solid understanding of statistical distributions and their application in scenario testing.

• Experience with sensitivity analysis to identify risks and drivers.

• Ability to produce transparent, well-documented, explainable code.

Nice to Have

• Familiarity with ERP/manufacturing process data.

• Experience with risk modelling or uncertainty quantification.

• Knowledge of manufacturing operations.

• Experience scaling simulations (parallelization, cloud).

Tech Stack

• Language flexible, but Python strongly preferred (SimPy, SALib, NumPy, SciPy, PyMC, etc.).

• Integration with our PHP product will come later (e.g. via API).

Deliverables (POC Scope)

• Simulation engine that can run multiple automation scenarios, apply distributions,

execute Monte Carlo runs, and output ranges with sensitivity results.

• Clear documentation of modelling assumptions, code structure, and extension paths.

Candidates will be required to sign an NDA before receiving further details

We’re a small SaaS team that’s been working together for 5+ years. No big ceremonies, no heavy frameworks — just Slack, Jira, and people getting things done. What we need now is someone who can keep our process flowing and make sure nothing slips through the cracks.

What you’ll do:

• Keep Jira up to date (move tickets, check statuses, close the gaps devs forget)
• Ping the right people in Slack to keep work moving
• Remind the product owner when tickets/requirements need to be created
• Share light async updates on what’s in progress / what’s next / blockers
• Fit into our current async, Slack-first setup (suggest improvements later, not day one)

What you won’t do:

• Run SCRUM, sprints, or heavy ceremonies
• Own product prioritization — that stays with the co-founders
• Write requirements from scratch (at least initially)

What we expect from you:

• Proactive communication — you’re the one chasing updates, not waiting to be told
• Comfortable working async, but responsive during our core hours (10:00–18:00 EET)
• Hands-on attitude with small teams — no ivory tower PM stuff
• Experience with Jira and Slack (doesn’t have to be deep, just confident)

The setup:

• Full Remote, Flexible hours
• Hourly contract, ~10–20h/week (flexible)
• Bootstrapped product mindset — lean budget, lean process, focus on delivery

If this sounds like your style — helping a small team stay sharp without drowning us in process — we’d like to hear from you.
Application Process
Video (1–2 minutes):

• In English: What motivates you to be a project manager? Why would our team be a good fit for you?
• In Ukrainian: What is your current career challenge, and what are you doing about it?
  (Simple phone recording is fine. Share via Dropbox or similar.)

1. Follow-up questionnaire
2. Test task
3. Meet & greet (15–20 min)
4. Decision & onboarding

Requirements

Position Name: Middle+/Senior UX/UI Designer
Level: Middle+/Senior
Hard skills requirements (including years):

• 5+ years of experience, specifically user experience design and interface design for web and mobile applications
• 2+ years of experience working with Figma
• Strong knowledge of Figma components and experience working with them
• Ability to create custom graphic elements, icons, etc.
• Solid understanding of user experience fundamentals
• Solid understanding of development complexity for different ways of design implementation. This is a high benefit for a designer because it allows him to make decisions regarding design development, considering expences and business needs.
• Attention to detail and diligent approach
• Able to listen to others, make yourself clear and visualize your ideas
• Upper-intermediate level of English or higher

Soft skills requirements:

• Critical thinking skills
• Being detail-oriented
• Excellent communicator
• Proactivity and ability to solve problems and complete tasks
• Fast and independent learner
• Task-driven and self-motivated

Office/Remote: Remote
Responsibilities:

• Design UI/UX for mobile, tablet and desktop
• Improve the existing functions and design interfaces for the new ones
• Meet & communicate with clients, negotiate requirements with the clients
• Work closely with business analyst and client, and communicate his vision to developers
• Present and defend your design decisions
• Deliver an outstanding user experience through an exceptional and intuitive application design

Upper English is a must

Position name: iOS Developer for VPN Mobile App
Level: Middle+/Senior

Hard skills requirements (including years):

• 5+ years of experience in iOS development
• Proficient in Swift and iOS SDK
• Experience with SwiftUI and/or UIKit
• Familiarity with architectural patterns (MVVM, VIPER, etc.)
• Experience working with Core Data, REST APIs, push notifications
• CI/CD knowledge (e.g., Fastlane, Xcode Cloud)
• Writing unit and UI tests

Soft skills requirements:

• Critical thinking skills
• Being detail-oriented
• Excellent communicator
• Proactivity and ability to solve problems and complete tasks
• Fast and independent learner
• Task-driven and self-motivated

Office/Remote: Remote
Responsibilities:

• Develop and maintain iOS applications
• Participate in designing application architecture
• Integrate applications with backend services and third-party SDKs
• Conduct testing, debugging, and performance tuning
• Collaborate with cross-functional teams
• Monitor trends in iOS development and suggest improvements

Office/Remote: Remote
English: no need
Time zone: the client availabile within CET timezone

Position name: Senior Node.js Developer for VPN Mobile App
Level: Senior

Hard skills:

• 6+ years of Software Engineering experience
• 4-5 years of experience with Node.js (Express.js, koa.js, Nest.js)
• Strong Software Design knowledge: OOD, FP, Design patterns
• Excellent knowledge of modern systems architecture components including microservices, event sourcing, and distributed data processing systems
• Proficient understanding of Git
• Excellent understanding of PostgreSQL
• Experience with Docker & CI/CD processes
• Experience with AWS (or similar services like GCP or Azure)
• Experience with Serverless framework, AWS Lambdas, AWS Cloudformation
• Knowledge of Agile (preferably SCRUM) development practices

Would be great 😎 :

• Strong experience with TypeScript
• Experience as a Tech / Team lead on projects
• A сomputer science, software engineering, or related field master’s or bachelor’s degree.
• Hands-on experience with messages queuing/delivery services (Amazon SQS, SNS, RabbitMQ, Kafka, etc.)

Responsibilities:

• Process improvements proposing and taking ownership of full-cycle of features delivering
• Active participation in technical discussions
• Actively participate in architectural design sessions, overall team meetings, product meetings, communities of practice, etc.
• Create an architectural design to illustrate high-level solutions to an application and feature requests
• Architect, design, and team cooperation to deliver features and services into production
• Writing and implementing efficient, extendable, and high-quality code in balance with rapid feature delivery
• Cross code reviews, technical documentation creation, and supporting

Office/Remote: Remote
English: no need

🚀About the company:

EVIQO is a fast‑growing product company focused on residential EV charging solutions with over 3 years on the market. Today, EVIPOWER maintains an outstanding 4.9 rating on Amazon, outperforming many established brands.
With strong engineering, safety certifications and data‑driven product development, EVIQO combines premium functionality with user-centric design. Their global team is dedicated to elevating the home charging experience.
Learn more at eviqo.io

☀️ About the role:

We are growing rapidly and expanding into new markets. To move forward even faster, we are looking for an Amazon Account Manager who will help ensure account stability, boost sales, and accelerate scaling across new markets.

📌 Working Conditions:

✳️Full-time position.
✳️Remote work.
✳️Competitive Salary ($2000 - 4000)
✳️Experience: 4+ years of relevant experience
✳️ Schedule: Monday - Friday (10:00 am - 6:00 pm) (CET)

‼️Important: Only Ukrainian/Russian-speaking candidates.

🔍 What we are looking for:

✅ 4+ years of experience managing Amazon accounts (Private Label)

✅ Experience with other marketplaces (e.g. Walmart, eBay) is a plus

✅ Proven track record of achieving 100% sales plan (revenue and units) in the channel

✅ Experience in driving product listings to TOP 3 search results and gaining Bestseller status

✅ Strong expertise in maintaining account health with zero risk of suspension or sanctions from Amazon

✅ Ability to execute all planned activities on time and deliver consistent results

✅ English level B2 - C1: able to confidently handle written communication, calls with Amazon support, and keep skills up to date via reading and video resources.

✅Skilled in promptly informing and aligning team members with Amazon rules and policy updates.

🎯Responsibilities:

❇️Operational account and listings management on marketplaces:

- Creating new accounts and listings; categorizing listings; creating and managing variations;

- Uploading content (including via flat files) and basic SEO optimization of listings;

- Setting up discounts, coupons, and deals;

- Working with Amazon Rufus and Store.

❇️Ensuring data collection and analysis of marketplace metrics and tools (Keepa, MRP, etc.), as well as reporting:

- Monitoring listing positions in TOP rankings for main keywords;

- Developing tactics and calculating resources to achieve and maintain Bestseller status;

- Hypothesis creation and A/B testing of content, titles, and keyword sets;

- Monitoring listing ratings and review trends; responding to customer inquiries;

- Handling Voice of the Customer and collaborating with the Customer Success team to maintain target ratings.

❇️Ensuring safe Account Health and effective communication with Amazon:

- Tracking changes in marketplace rules and policies and ensuring compliance within business processes (including informing all relevant team members);

- Communicating with marketplace administration on operational issues, including removing hijackers.

⭐️Benefits:

🎓 Optional social package after 6 months (English classes, gym, or similar)
💊Paid sick days
🤝Holidays off days
🏖️ 20 paid vacation days per year

✨Ready to grow with us? Send your CV – we’d love to hear from you!✨

Live and Study in Europe seeks a talented and passionate Content Manager/Copywriter to join our growing team. As a key member of our marketing department, you will be responsible for creating engaging and informative content that drives our brand and attracts new customers.

About the Role:

• Content Strategy: Develop and execute comprehensive content strategies aligned with our overall marketing goals.
• Content Creation & Management: Produce high-quality, engaging content including blog posts, articles, social media posts, email campaigns, and video scripts.
• Copywriting: Craft compelling copy for various marketing materials, including website copy, ad copy, and landing pages.
• SEO Optimization: Optimize content for search engines to improve organic traffic and visibility.
• Editing and Proofreading: Ensure all content is accurate, consistent, and error-free.
• Social Media Management: Manage and grow our social media presence across multiple platforms.
• Analytics: Track and analyze content performance to measure ROI and make data-driven improvements.

Requirements:

• Proven Experience: 2+ years of experience in content marketing, copywriting, or a related field (SMM/Marketing agencies, product companies, and freelance platforms)
• Language Proficiency: Advanced English (C1 level will be a significant plus).
• SEO Knowledge: Understanding of SEO principles and best practices.
• SMM Knowledge: Understanding of social media platforms, their algorithms, and the audience.
• Copywriting Skills: Ability to write clear, concise, and persuasive copy.
• Creativity: A passion for storytelling and the ability to create engaging content.
• Attention to Detail: Meticulous attention to detail and meeting deadlines.
• Strong interpersonal skills and the ability to build relationships with diverse stakeholders.
• Ability to brief creative teams and coordinate the creative process.

Nice to Have:

• Experience with AI writing tools (e.g., ChatGPT) and image generators.
• Knowledge of analytics tools (e.g., Google Analytics).
• Proficiency in content management systems (e.g., WordPress), SEO tools (e.g., Ahrefs), and social media platforms.

What We Offer:

• Competitive Salary: $1000 + performance-based bonuses.
• Remote Work: Enjoy the flexibility of working remotely.
• Professional Development: Opportunities for growth and learning.
• Positive Work Environment: Join a supportive and collaborative team.

Recruitment Process:

1. Application: Submit your resume.
2. Test Task: Complete a writing sample.
3. Interview: Show your experience and skills.
4. Get a job offer from Live and Study in Europe!

About Us: “Live & Study in Europe” is a team of professionals united by a common goal: helping people realize their dream of a new life in Europe. We provide comprehensive work immigration services, from job placement and company selection to integration into a new society. Our strength lies in honesty, personalized service, and a commitment to excellence. Join us and become part of a team that changes lives!

A manager who will build a player retention process from day one—from welcome emails and bonuses to reactivating dormant (inactive) players.

The main goal is to increase player LTV and reduce churn.

Create a system that encourages players to stay with us longer and generate more revenue/repeat deposits/increase their bets and average checks. VIP players receive personalized attention and generate a stable, high income.
 

Requirements:

• iGaming experience (betting/casino);
• Knowledge of CRM tools (email, push notifications, SMS, messengers);
• Experience building communication chains (welcome flow, bonuses, re-deposits, reactivation);
• Understanding of working with VIP players and bonus mechanics;
• Ability to work with retention metrics;
• Experience in Tier-3 markets (Africa/Latham) is desirable.
   

Responsibilities:

• Launching and developing the brand's retention strategy;
• Setting up welcome series and bonus chains;
• Maintaining a promotional calendar (promotions, tournaments, seasonal campaigns);
• Collaborating with a designer on banners, emails, and push notifications;
• Analyzing results and optimizing campaigns;
• Preparing reports and providing regular updates Team;
  
  Will be a plus:
• Experience in African geography is a plus;
• French language skills;
• Skill in writing email/push notifications;
• Experience launching projects from scratch;

• Experience using AI tools for content.
   

  Working conditions:

• Work schedule 10:00 - 19:00;
• Remote work;
• We provide all the necessary tools for your successful and comfortable work;
• Learning English at the expense of the company;
• Regular team building at the expense of the company;
• Ability to switch between projects and try yourself in different roles.
   

Location: EU countries (EU citizens only)
Type: Full-time, long-term contract
Model: B2B

🔎 About the Role

We are looking for a Mid–Senior L2 System Administrator to join a long-term project for a major European client. This position requires strong experience in L2 application support, on-call duty (24/7 standby rotation), and Progress OpenEdge.

The role is critical for client operations — you will ensure applications run smoothly, troubleshoot incidents, participate in deployments, and contribute to system improvements.

✅ Responsibilities

• Provide L2 application support: troubleshoot and resolve incidents, ensure uptime, monitor performance.
• Participate in release deployments (including planned night deployments every 2 weeks).
• Work in Agile Scrum teams, closely collaborating with stakeholders.
• Improve and optimize applications: performance, monitoring, and feature enhancements.
• Ensure code quality and standards (log management, data validation, modularity, reusability).
• Work with Progress OpenEdge: temp-tables, procedural logic, migration tasks.
• Be part of a 24/7 on-call rotation (shared with one other administrator).

💡 On-call duty (rotation between 2 people)

• Weekdays: standby duty compensated.
• Weekends & bank holidays: standby duty compensated.
• If actual fix is required: hours are paid at a higher rate.
• In the past 6 months, there were only 3 real incidents + biweekly deployments.

🛠️ Requirements

• 2+ years as an L2 System Administrator.
• Strong knowledge of Progress OpenEdge.
• Experience with on-call duty / 24x7 standby.
• Agile / Scrum experience.
• Good communication skills, English B2+.
• EU citizenship required (no relocation accepted).
• Availability for full-time remote work.

Requirements:

— Experience as a System Administrator ( 2 years +)
— Understanding the basic aspects of information security and network components (firewalls, switches, routers, VPNs)
— Knowledge of MacOS at the administrator level
— Basic knowledge of remote desktops and the principles of the thin clients
— Experience with the structured cabling (patch cord termination, etc)
— English level: Intermediate (B1-В2). Fluent level is welcome

Would be a plus:

 
— Experience with ISO/IEC 27001 certification audits in information security
— Strong command of Microsoft Excel for reporting and data management
​— Experience in supporting or taking part in corporate inventory checks

Responsibilities:

 
— Develop office IT infrastructure and further support (keeping all systems are robust and stable)
— Conducting primary diagnostics and troubleshooting of the infrastructure
— Troubleshooting all outages/issues as needed (diagnosing and resolving network problems, finding problem areas in services and servers)
— Teamwork, cooperation with developers
— Assisting developers with building highly available systems
— Ensuring safe and stable operation of services and servers
— Preparation and commissioning of new workplaces for employees
— Employee support to solve technical problems
— Setting up computer networks (physical connection of network equipment)
— Setting up office equipment (printers, scanners)
— Keeping accurate inventory of IT assets such as computers, monitors etc

What you will get working with us:

- Full technical equipment (MacBook, 2K additional monitors, and a comfortable workplace)

- Remote working equipment provided if needed

- Work exclusively with cutting-edge technologies

- Friendly and professional team atmosphere

- 8-hour workday with no overtime

- Full tax compensation

- 18–24 days of paid vacation

- Paid sick leave:

10 days with a medical certificate

5 days without a certificate

Recruitment Process:

1. Online Call — detailed discussion of the vacancy with a Recruiter (up to 30 minutes)
2. Online Call — English level check (up to 10 minutes)
3. Technical Interview - (up to 60 minutes)

The order of the stages may vary during the process, but always with the goal of moving forward together.

Before sending your CV, please carefully review the vacancy details to save both your time and ours.
If your experience matches the requirements — you will definitely receive feedback.
 

🚀 Want to lead a team that drives tons of traffic and scales projects x10? Then you belong with us! 🚀

We’re an international team of traffic pros, already conquering markets with confidence — and the future holds only growth and new opportunities.

Right now, we’re looking for a Team Lead, FB Buying — not someone who just hits the target, but someone who blows past it every time.

💬 Your role:
Build and lead a team of media buyers, ensuring its stable and efficient performance: launching, optimizing, and scaling ad campaigns. Combine the role of a leader and a “player-coach” — setting the example and driving results.

Your zone of influence:

• Lead and manage the team of buyers: hire, develop, and drive them to results;
• Scale traffic volume and quality: launch, test, and grow;
• Deep analytics and ROI optimization;
• Search for and implement new funnels, hypotheses, and approaches;
• Full responsibility for growth, margins, and strategic development.

Required experience:

• 1+ year of hands-on work with Facebook as the main traffic source in a Team Lead/Head position;
• Strong understanding of the Nutra vertical (CoD / SS);
• Proven ability to lead a team, take ownership, and deliver results.

What you’ll get:

• Structured processes, no bureaucracy — just you, the team, and results;
• Competitive, individually discussed salary — fair and rewarding;
• No micromanagement, no red tape — only full professional freedom;
• A culture of constant growth: spot a bottleneck? Suggest improvements. You’ll be heard and your initiative encouraged;
• A supportive team environment where we push each other forward with respect and trust.

🚀 Ready to lead a strong team and scale traffic like never before? 🚀

• Project Description:

  Our client is an American multinational investment bank and financial services corporation. It is the world's most global bank that provides consumers, corporations, governments, and institutions with a broad range of financial services. We build innovative technology products for the bank used around the globe for digital onboarding, global banking data, risk and liquidity, and for the major investment products.
  Long-term perspectives
  Latest technological stack
  Dynamic working conditions
  New methodologies and approaches

   

• Responsibilities:

  - Manage a team
  - Intensive communication with project stakeholders and other teams
  - Evaluate and adopt new development tools, libraries and approaches to improve delivery quality
  - Continuous quality improvement (code reviews, fixing Sonar issues, unit/integration/E2E test coverage)
  - Integrate our components with different internal and external client's systems
  - Configure, monitor, and troubleshoot Application servers
  - Monitor applications, processes, scheduled jobs, collect different types of logs and metrics
  - Setup and improve CI/CD
  - Automate routine with scripting languages
  - Write all types of tests: unit, integration, end-to-end
  - Design distributed applications

   

• Mandatory Skills Description:

  - Technically strong energetic individual, who can bring innovation to the group
  - Team lead experience from 3 years, IT experience from 7 years
  - Strong Java with at least 6 years of commercial experience
  - Good SQL (Oracle or PostgreSQL dialects is preferable)
  - Strong Spring knowledge (Boot, IoC, MVC, AOP, Security, Data, JDBC, Test) with at least 4 years of commercial experience
  - Ability to dive into the problem, find effective and clean solutions, discuss them with the team and implement the best one when everyone is on the same page

Please note that this role primarily involves providing support. 

This role requires availability outside of working hours. Approximately from 10 p.m. to 1 a.m. Kyiv time on weekdays and 
from 2 p.m. to 1 a.m. Kyiv time on the weekend.

GCP and k8s is a must.

Nice to have: Postgres / kafka / spark / opensearch knowledge (and related k8s operators) nginx / ingressdocker

Back-end experience is a must.
Flutter knowledge will be a plus.

Bug Handling Workflow

1. Issue Detection

• Bugs reported by team or users (via email, Slack)
• Automated monitoring alerts (e.g., Prometeus, Google Cloud Monitoring .)

1. Triage & Prioritization

• Immediate assessment based on impact and reproducibility
• Assign a priority level (P1–P4)

1. Developer Assignment & Fix

• Developer is assigned within the expected SLA
• Root cause analysis and hotfix if necessary

1. QA Validation

• Fix is verified internally and/or via SWAN QA (as agreed)

1. Production Deployment

• Emergency hotfix or regular release pipeline based on urgency
• Post-incident summary for P1/P2 incidents
   

Communication Channels

• Slack: Shared channel for real-time communication and alerts
• Ticketing: JIRA (preferred) 
• Email: For summary reports and formal communications
• Daily SCRUM: Optional, to review incidents, open bugs, and improvements

Deliverables

• On-call support for post-launch production incidents
• Bug triage & fixes per defined SLAs
• Monitoring alerts setup and response
• Post-mortem reports for major incidents
• Ongoing codebase support and production hardening (optional)
  
  
  To be successful in this role, you should have:
   

● Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field

● Proficiency in object-oriented programming languages 

● Have initial knowledge of Docker, Infrastructure as Code, GIT, CI/CD pipelines and associated orchestration solutions (Kubernetes) as well as a basic understanding of cloud computing (Hyperscaler)

● Strong understanding of software architecture, database design, and system integration

● Experience in IoT projects and/or smart devices is a plus

● Be be able to summarize complex technical topics, enjoy researching errors and the associated analysis
 

 Your tasks will include:

● Develop scalable services and backend components for and with our customers

● Collaborate with the team to design and architect scalable backend systems

● Develop technical specifications and ensure the implementation aligns with architectural guidelines.

● Use the following technologies: spring-boot, spring-webflux, hibernate, project reactor, docker, jwt

● Support technologically challenging projects with your expertise and work with  international development teams

● Implement caching strategies and other optimizations to enhance system efficiency

● Implement security best practices to protect against potential threats

The company is a global marketing tech company, recognized as a Leader by Forrester and a Challenger by Gartner. We work with some of the world’s most exciting brands, such as Sephora, Staples, and Entain, who love our thought-provoking combination of art and science. With a strong product, a proven business, and the DNA of a vibrant, fast-growing startup, we’re on the cusp of our next growth spurt. It’s the perfect time to join our team of ~450 thinkers and doers across NYC, LDN, TLV, and other locations, where 2 of every 3 managers were promoted from within. Growing your career with the company is basically guaranteed.

Requirements

• At least 5 years of experience with .NET with some experience in Python, or, alternatively, at least 5 years of experience in Python with some experience with .NET.
• At least 3 years of experience in processing structured terabyte-scale data.
• Solid experience in SQL (advanced skills in DML).
• Hands-on experience with OLAP storage (at least one of Snowflake, BigQuery, ClickHouse, etc.).
• Deep understanding of data processing services (at least one of Apache Airflow, GCP Dataflow, Apache Hadoop, Apache Spark, etc.).
• Experience in designing distributed cloud-native systems.
• Experience in automated test creation (TDD).
• Experience in working with AI tools.

Advantages

• Being fearless of mathematical algorithms (part of our team’s responsibility is developing ML models for data analysis; although knowledge of ML is not required for the current position, it would be awesome if a person felt some passion for algorithms).
• Experience in DevOps.
• Familiarity with Docker and Kubernetes.
• Experience with GCP services would be a plus.
• Experience with IaC would be a plus.

The goal of this position is to make the support team a key feedback hub, ensuring efficient operations so that players receive quick and high-quality responses to their inquiries and the team receives ongoing feedback.

Support should not only resolve player issues but also be a source of direct feedback in the following areas:

Providing fast and high-quality responses to players to build trust and loyalty.

Early detection of errors and problems (tech issues, bugs, incorrect payment systems, or product bugs). Support should be the first to receive signals and immediately pass them on to the teams to resolve any product-related issues.

Product (information about any glitches or inconveniences so that changes can be made promptly).

Increasing retention (systematic handling of player complaints and inconveniences).
 

Candidate Requirements:

• Experience in iGaming (betting/casino) is a must, preferably with an understanding of the specifics of support and retention work;
• Experience working with Tier 3 markets (Africa is a big plus) - understanding of local specifics, player characteristics, Mentality and communication channels;
• Familiarity with CRM systems and support services (Zendesk, Freshdesk, Intercom, or similar);
• Understanding of SLAs and support metrics (average response time, ticket resolution time, CSAT, NPS, First Contact Resolution);
• Skills in analyzing player requests and transmitting structured feedback to marketing, product, and payment systems;
• Experience writing/adapting scripts for operators and developing knowledge bases (FAQs);
• Experience with retention tools (reactivation, player segmentation, email/SMS/WhatsApp communication) is desirable;
• Flexibility and agility – willingness to combine the responsibilities of Support Manager and Retention Manager initially;
• Confident English (preferably, knowledge of French is a big plus).
   

A plus:

• Experience managing outsourced support teams;
• Experience launching a support department from scratch;
• Implementation experience CRM/Helpdesk systems in new projects;
• Understanding African specifics (local payments, slang, player mentality);

Key responsibilities:

• Structure development;
• Determine channels (chat, WhatsApp, Telegram, email);
• Set up SLAs (response and resolution deadlines)
• Build an escalation process (payments, KYC, bugs - forward to the appropriate departments)

Outsourcing:

• Agree on KPIs and terms;
• Launch pilots and monitor quality;
• Conduct daily performance analysis;
• Operational work;
• Monitor tickets, queues, and SLAs;
• Manage incidents (quickly notify the team, record causes);
• Provide regular reports and statistics;
  Knowledge and control:
• KYC/AML processes, chargebacks, payment statuses;
• Responsible gambling and compliance;
• Basic CRM tools and Knowledge Base.