Service Manager - RAW Live

Permanent employee, Full-time · Málaga

Job Description

The Service Manager plays an essential role in Live Gameshow operations, ensuring the seamless execution and integrity of all games and cultivating a player-centric approach to deliver an excellent final product to the end user.
The role collaborates closely with Floor Operations, NOC engineers, GIR specialists, Developers, and other departments to uphold the flawless operation of our Live Gameshow studio.
It also collaborates with our customers and business partners in the scope of the responsibilities of the role.

Responsibilities

Oversees the smooth operation of all Live Gameshow tables, ensuring continuous gameplay without interruptions.
Monitors Game Hosts’ performance and ensures adherence to the rules and appropriate interactions with the players.
Moderates the chats between Game Hosts and players.
Identifies and rectifies any game irregularities stemming from Game Host errors, software malfunctions, or other sources, ensuring fair and transparent gameplay.
Addresses real-time incidents on the gaming floor, covering hardware and software issues.
Resolves player disputes with empathy and expertise, effectively addressing concerns related to Game Host actions or potential game integrity issues, ensuring player satisfaction, and upholding the highest standards of casino ethics.
Escalates complex incidents to the appropriate second-line or third-line support functions via Jira and other methods of communication.
Identifies recurring incidents and proactively escalates them to the relevant support teams to prevent future disruptions and maintain operational efficiency.
Takes the lead in managing major incident resolution for events that jeopardize the availability of the Live Gameshow Service, including rapid diagnosis of root causes, prompt escalation, coordinated response orchestration, and timely updates to all relevant parties in accordance with Service Level Agreements.
Actively participates in documenting processes, knowledge bases, disruption events and other information as requested, in Confluence.
Acts as a Game Host in emergencies.
Prepares daily, weekly, or monthly rotation schedules as requested.
Reports a summary of all events of the shift via the Shift Report.

Qualifications

Proven experience in a Live Gameshow or gaming environment, showcasing expertise in casino operations, game procedures, and the intricacies of the gaming industry.
Thorough understanding of casino games, including their rules, mechanics, and best practices, ensuring a comprehensive grasp of the gaming landscape.
Excellent written and spoken English.
Exceptional communication and problem-solving skills enabling effective collaboration with team members, resolving complex issues, and handling sensitive customer interactions with tact.
Ability to thrive under pressure and meet deadlines, maintaining composure and delivering exceptional results even in challenging situations.
Strong working knowledge of Microsoft Excel, ensuring proficiency in essential data analysis and spreadsheet manipulation.
Demonstrated commitment to providing exceptional customer service, prioritizing player satisfaction, and fostering a positive gaming experience.

Additional Requirements:
Flexibility for shift work, including nights and weekends, to accommodate the dynamic, 24/7 nature of Live Casino operations.
Be in possession of a valid working permit to work in the EU.

Other information

As part of the application process, candidates will be required to undergo a comprehensive background check, which includes a criminal record check.

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About us

RAW is a new studio with a conviction to create something that stands out in the sea of sameness. We develop innovative, easy-to-understand and highly entertaining slot games for the gaming industry. We were founded in March 2021, by well-known industry experts with strong investment backing. If you want to pop over for a visit, you’ll find our offices in sunny Malaga in Spain, UK, Buenos Aires and Malta. Our first games, as well as the patent-pending SuperSlice®, was launched at the beginning of 2022 on leading gaming sites and apps across the globe.

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We are looking forward to hearing from you!

Thank you for your interest in RAW Group Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to careers@rawgroup.com