Dabble is a global online gaming business with a heartbeat, cornerstoned by our community. Since our inception in 2020, we’ve been on a scale-up journey, driven by our core philosophy, “You Better Believe It.” We are where innovation meets excitement, blending immersive, community-driven experiences that are always a step ahead. Our platform isn’t just about the competition—it’s about connecting, celebrating, and having fun. Whether it’s in-app or in the workplace, we are committed to delivering extraordinary as guided by our philosophy and values. Dabble currently operates in two markets (Australia and the US) and we are set to launch in the UK.
We are a team of highly driven enthusiasts and we are looking for our next Dabbler to join us as we continue in our journey.
Dabble Culture
* Dress for your day so you can focus on what matters
* Switch up your office, work from home, work from wherever helps you to deliver
* Genuine, like-minded team of visionaries. We welcome ideas big and small!
* Scheduled focus time to encourage deep thought
* Our annual convention, Dabblecon, brings us all together to celebrate our successes and plan continued evolution over the coming year
* Each day is led through upholding our core Values: Fun, Celebratory, Community, Evolutionary and Focus
Dabble Perks
* A minimum of 5 weeks of paid annual leave for all Dabblers
* 2 weeks of paid sick leave for all Dabblers
* 8 public holidays per year
* Up to 10% annual cash bonus based on Company performance metrics
* A £200 annual home office allowance
* Your wellness is our genuine concern: We sponsor access to the Sonder app for employees and their families with 24/7 support across mental health, medical advice, safety support and more
* Dabble Day Dividend: all Dabblers split the day’s revenue evenly on our birthday each year. You share the workload, why shouldn’t you share the reward?
Overview
The Customer Operations Manager (UK) supports the success of the organisation by overseeing various key functions including customer service, internal applications, payments, staff training and any safer gambling, regulatory and compliance obligations across the Dabble Sports UK product.
This role will ensure a high level of accuracy, transparency, timeliness, and compliance in the day-to-day operations as well as managing a team of direct reports.
Primary Location
This role is currently open to candidates based in London and Edinburgh (we're still figuring out where our office(s) should be). You must be available in April to travel to Australia for onboarding, training and initial setup alongside the global team.
Responsibilities
* Recruit, train, and manage a team of customer operations professionals, fostering a culture of accountability and continuous improvement
* Establish, implement, and maintain the Quality Assurance process, setting measurable goals for process improvement and adherence
* Lead and manage a team of Customer Service/Payments Agents, including hiring, performance management, development and training
* Establish and ensure the Customer Service function is effectively set up and supported for Dabble’s international operations in the UK
* Design and implement training of internal systems, including Amazon/Internal applications and ticket managing tools. Ensure there are relevant training resources and completion metrics
* Contribute to the creation and implementation of internal Operations Policies/procedures, ensuring measurable effectiveness in training staff members
* Assist in Safer Gambling and Compliance roles, fulfilling associated responsibilities with measurable compliance targets
* Build and foster effective relationships within the team/company, measured by feedback and collaboration indicators
* Ensure the customer needs are consistently prioritised and measured through customer satisfaction metrics
* Handle ad hoc Risk or other company roles as required, ensuring measurable completion and impact
* Complete team rostering, ensuring that there is adequate coverage to support operations
Skills & Qualifications
* A minimum of 5 years’ experience in the UK gambling and wagering industry
* Experience in leading and building/scaling a Customer Service team (Team Lead/Manager as a minimum)
* Experience in developing and implementing internal training documents and processes
* In-depth knowledge of UK Safer Gambling principles and best practices, with the ability to effectively implement responsible gambling measures
* Ability to work rostered shifts across 7 days of the week
* Deep understanding of ticket management system functions (Intercom)
* Exceptional attention to detail and the ability to work well under pressure
* Outstanding communication and prioritisation skills
* Exceptional leadership and people management skills with experience in coaching and development
* An analytical mind and inclination for problem solving
* A can-do attitude and ability to see the bigger picture!
Are you a Dabbler?
A Dabbler’s attitude is paramount, as the right person will be able to learn quickly and adapt to any skill gaps. A Dabbler is always a team player, with a willingness to share with and learn from others. Being a remote-first workplace, collaborative working styles are crucial to empower and grow each individual member (e.g., we prefer openness via public channels to problem solve or ideate on Slack).
A Dabbler uses their freedom of autonomy to its absolute potential and enjoys contributing to the Dabble community. We hold respect for our peers very highly – there is no such thing as a bad idea. We encourage you to think differently, be brave and strive to always raise the bar. Dabble was born out of thought sharing and should tackle growth in the same way. Dabble embraces empowerment of all people at any level of seniority and experience to ‘own their work’ and ‘talk their book’ wherever they can.
A fulfilling life extends beyond work, and we encourage our employees to prioritise self-care and well-being. This means taking breaks when needed, setting boundaries, and seeking support when facing challenges. We are committed to creating a safe environment where individuals feel comfortable discussing their wellbeing and accessing resources when necessary.
Remuneration
The advertised salary for this position is £35,000 - £45,000 + Benefits with room to be flexible.
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