Customer Operations Team Lead (UK)

Dabble is a global online gaming business with a heartbeat, driven by our community. We're redefining what betting looks like – bringing the community, the chat and the passion of real fandom into one place. We are where social media meets wagering in a way players have never seen before.

Founded in Albury, Australia in 2020, we've been on an explosive scale-up journey, driven by our core philosophy "You Better Believe It." We operate in Australian and US markets and have just launched a product in the UK!

Our platform is built on connection, celebration and fun. This means whether it’s in-app or in the workplace, we’re committed to delivering an extraordinary experience as guided by our philosophy and values.

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, plus public holidays!

• 2 weeks of paid sick leave for all Dabblers

• 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
You will help drive team performance, maintain high service standards, and ensure processes are executed accurately, transparently, and in line with UK Gambling Commission requirements. Acting as a first escalation point for customer complaints, you’ll ensure fair and timely resolutions while fostering a strong, collaborative team culture

This role also involves supporting recruitment, onboarding, training delivery, quality assurance monitoring, rota planning, and contributing to continuous improvement of policies and procedures

In addition, you’ll assist with operational risk tasks such as withdrawals, verifications (including SOW/SOF), AML alerts, safer gambling interactions, and fraud/bonus abuse reviews

Primary Location

This role is currently open to candidates based in Leeds and surrounds, though other locations in the United Kingdom may be considered.

Responsibilities

• Assist in Customer Operations recruitment, including conducting interviews and supporting hiring decisions

• Support onboarding and training for new starters, ensuring material is delivered effectively and consistently

• Conduct ongoing monitoring and quality assurance of team members, providing feedback and identifying development needs

• Prepare and manage rota planning to ensure adequate coverage for operational demands

• Create, implement, and monitor policies and procedures, ensuring clarity, effectiveness, and alignment with operational goals

• Ensure training and development initiatives include clear measures of effectiveness and employee competency

• Assist with safer gambling compliance responsibilities, working towards measurable compliance targets

• Act as the first escalation point for customer complaints, ensuring timely and fair resolution in line with company processes and regulatory requirements

• Build and foster effective relationships across the team and wider organisation

• Prioritise customer needs, measured through satisfaction metrics

• Handle ad hoc risk-related tasks or other company duties as required, ensuring measurable completion and impact, including:

- Withdrawals and payments – processing withdrawals, chargeback alerts, failed withdrawals

- Verifications: Onboarding, Enhanced, SOW and SOF

- AML and Safer Gambling alerts

- Safer Gambling Interactions

- Fraud prevention/bonus abuse alerts and reviews

Skills & Qualifications

• Experience in the gaming and wagering industry is highly desirable

• Proven experience in a customer service role, with demonstrated leadership capability in a Team Lead or Senior capacity

• Advanced knowledge of CRM tools and functions

• Good understanding of the UK Gambling Commission rules and regulations

• Strong AML and Safer Gambling experience, with proven team leadership experience within a gambling operations and/or compliance environment

• Exceptional attention to detail and the ability to work well under pressure

• 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 (eg 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 - £40,000 + Benefits with room to be flexible.