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Senior Product Owner(Support Tools)

ARRISE
Full-time
Remote
Malta
Product & UX
ABOUT US
ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, which include Pragmatic Play, a brand relied upon by the world’s biggest online casinos for its cutting-edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide.
Our global team of over 11,000 talented and driven professionals are shaping the future of iGaming. Headquartered in Gibraltar, we have offices spanning Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, and the UAE, and more exciting destinations on the horizon.
At ARRISE, we take pride in creating growth opportunities at all levels, constantly investing in our people while welcoming new colleagues and forging strategic partnerships that open new opportunities for success.
To achieve this, we bet on ourselves. We know that success is a collective effort, and our team is driven by ambition, collaboration, and a shared commitment to grow and succeed — while embracing every step of the journey.
Be part of the future of iGaming with 10,000 ARRISERS! See a job that excites you? Apply now, and our friendly recruitment team will connect with you soon. Your journey starts here.
 
ABOUT THE ROLE
As a Senior Product Owner for Live Casino Support Tools, you will co-own and evolve the vision and roadmap for Chat and Player Support products that power player interactions and operational excellence. You will play a key role in shaping tools that enhance player assistance, improve support efficiency, and elevate the overall chat experience across the Live Casino ecosystem.
Balancing strategic thinking with strong execution, you will translate support and operational needs into scalable, data-driven solutions. Working closely with Customer Support, Technical Support, Business Intelligence, and Engineering teams, you will ensure every feature meaningfully improves player satisfaction, service quality, and operational performance.
 
WHAT YOU'LL BE DOING
  • Co-own and evolve the product vision and roadmap for Chat and Player Support Tools in close collaboration with the Lead Product Owner and other Product Owners.
  • Contribute to long-term product strategy by identifying opportunities to improve player assistance, support efficiency, and overall chat experience.
  • Align chat and support tooling initiatives with broader Live Casino product goals, player experience strategy, and operational priorities.
  • Leverage support metrics, operational data, and insights — in collaboration with Business Intelligence teams — to inform strategic product decisions and roadmap planning.
  • Own day-to-day product execution for chat tools and support workflows, working closely with Developers, Designers, QA, and Customer Support teams.
  • Partner directly with Customer Support and Technical Support teams to deeply understand workflows, bottlenecks, and pain points, translating them into actionable product requirements.
  • Collaborate with other Product Owners to ensure a consistent and optimized player experience across chat interactions and product touch points.
  • Create clear, detailed, and unambiguous product specifications, user stories, and acceptance criteria.
  • Maintain and prioritize the product backlog, ensuring alignment with support impact, player experience value, and team capacity.
  • Actively participate in planning, refinement, reviews, and retrospectives to drive high-quality and predictable delivery.
  • Resolve functional and prioritization questions during development to keep teams focused and unblocked.
  • Support release planning and ensure new chat features and support tools are fully operational before rollout.
  • Validate new tools and enhancements through usability, performance, and operational checks, incorporating feedback from support specialists and agents.
  • Continuously iterate on delivered features based on real usage, feedback, and support KPIs.
  • Contribute to the definition, evaluation, and optimization of customer and technical support procedures and workflows.
  • Manage and evolve third-party integrations required to extend and enhance the support tool ecosystem.
  • Actively leverage AI-powered solutions and modern technologies to improve chat interactions, automation, support efficiency, and player satisfaction.
  • Maintain clear, structured, and up-to-date product documentation, including specifications, workflows, and operational guidelines.
 
WHAT WE ASK OF YOU
  • 5+ years of experience as a Product Owner working with software development teams.
  • Hands-on experience with chat systems, customer support tools, or player-facing communication products.
  • Experience working closely with Customer Support or Operations teams in high-volume, service-oriented environments.
  • Strong ability to translate support, operational, and business needs into clear, scalable product solutions.
  • Excellent analytical skills, with experience using data and support metrics to drive prioritization and product decisions.
  • Experience working with cross-functional, distributed teams in an Agile environment.
  • Ability to operate effectively in a fast-paced environment while maintaining accuracy and attention to detail.
  • Strong verbal and written communication skills, with the ability to align and influence diverse stakeholders.
  • Full professional fluency in English.
 
Other Attributes We Welcome
  • Experience working with AI-driven tools, automation, or conversational interfaces.
  • Familiarity with customer support KPIs such as response time, resolution time, CSAT, or similar service metrics.
  • Experience integrating or managing third-party support or chat platforms.
  • Experience working with Live Casino products or ecosystems.
  • Strong understanding of player experience and service quality in digital or gaming products.
  • Confidence to challenge requirements and propose simpler, more scalable solutions.
  • Strong sense of ownership over outcomes, not just delivery.
  • Experience working with regulated or compliance-driven products.
 
WHAT WE OFFER IN EXCHANGE
  • Engaging projects utilizing the latest technologies within a dynamic international team.
  • Opportunities for both professional growth and personal development.
  • Manage the creation of winning iGaming products that have a global impact.

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