Head of Customer Service & Risk Management (100%)

• 21 August 2026 • 100% • Indefinite duration • Bern Your area of responsibility • Strategic and operational management of the Customer Service as well as Risk & Fraud departments • Global responsibility for the management of player accounts throughout the customer lifecycle • Development and optimization of customer service, verification, risk management, and fraud prevention processes • Ensuring compliance, player protection, and fraud prevention in close collaboration with the compliance department • Management of customer service channels and systems as well as ensuring professional and efficient customer support • Performance and quality management based on KPIs, SLAs, and defined quality standards • Supervision and development of the team including recruitment, resource planning, and employee development • Responsibility for the management of complaints and escalations as well as the handling of complex customer cases • Improvement of the customer journey through data analysis, reporting, automation, and market monitoring • Close collaboration with internal and external partners, including compliance, operations, marketing, finance, and technology • Responsibility for the qualitative and quantitative objectives of the department as well as a performance-oriented management culture What you bring • Completed commercial training or equivalent; additional training in business management, customer service, compliance, risk management, or management is an asset • Several years of professional and managerial experience in the fields of customer service, risk & fraud, or compliance • Pronounced entrepreneurial spirit as well as a strong service and solution orientation • Experience in the management and development of employees as well as an appreciative and motivating leader personality • Analytical, structured, and autonomous working method combined with a sense of organization and determination • High stress resistance, flexibility, reliability, as well as a keen sense of responsibility and quality • Excellent communication skills, team spirit, and pleasure in collaborating cross-functionally • Very good knowledge of German and good knowledge of English; other languages are an advantage • Clean criminal record (extracts from the criminal record and debt enforcement register will be requested before signing the contract) What we offer • Varied activity in an extraordinary environment • Future-oriented corporate culture and modern infrastructure • Market-conform remuneration, company restaurant, and other social benefits • Flexible working hours • Collegial and multicultural team • Employee social club with regular events • Participation in health-promoting activities and other recognitions • Specific professional training opportunities